Manager, Patient Relations

TMC Fertility & Women’s Specialist Centre; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Malaysia is seeking a Manager for Patient Relations. The role involves overseeing patient services, ensuring high standards of care, and managing relationships with local and international patients, particularly Mandarin speakers. The ideal candidate will possess strong leadership skills and experience in healthcare management, focusing on patient satisfaction and team development.

Qualifications

• Minimum 5 years in patient services or healthcare management.
• Fluency in English and Mandarin is mandatory.

Responsibilities

• Lead the Patient Relations Department ensuring high service standards.
• Manage the patient experience for local and international patients.
• Supervise and develop a team of Patient Relations staff.

Skills

Mandarin

English

Malay

Leadership

Interpersonal Skills

Education

Diploma in Healthcare Administration

Diploma in Business

Diploma in Communications

Job description

Add expected salary to your profile for insights.

Requirement: Mandarin, English, and Malay

JOB SUMMARY:

The Manager, Patient Relations will oversee the entire Patient Relations Department at Thomson Fertility, ensuring the highest standards of service and care for all patients, including local, China-based, and international patients. This role manages the end-to-end patient experience, including communication, service delivery, and relationship management with patients and external facilitators from various markets. Fluency in Mandarin Chinese is required due to frequent interactions with Mandarin-speaking patients and China-based facilitators. The ideal candidate is a people-focused leader with healthcare service experience, excellent interpersonal skills, and the ability to manage a team in a fast-paced, high-touch environment.

DUTIES & RESPONSIBILITIES:

1. Lead and manage the Patient Relations Department, ensuring seamless, compassionate, and efficient service delivery across all patient touchpoints.
2. Act as the primary liaison for Mandarin-speaking patients and facilitators from China, while overseeing the experience of local and international patients.
3. Oversee and continuously improve the entire patient journey, including handling inquiries, managing appointments, coordinating follow-ups, and addressing feedback.
4. Build and nurture strong relationships with international partners, referral facilitators, and external stakeholders.
5. Address and resolve patient concerns or service issues with professionalism, empathy, and discretion.
6. Collaborate closely with internal teams including nursing and operations to ensure coordinated and high-quality patient care.
7. Supervise, coach, and develop a team of Patient Relations staff, ensuring high performance and a strong culture of service excellence.
8. Develop and implement strategies to enhance patient satisfaction, streamline workflows, and optimize departmental performance.
9. Contribute to the creation of marketing and communication materials, particularly those tailored for Chinese-speaking and international audiences, as needed.
10. Participate in marketing events, health talks, patient engagement programs, and outreach activities to support departmental and organizational objectives.
11. Travel to other Thomson Fertility branches when required, especially to support interactions with Mandarin-speaking patients or China-based facilitators, and to ensure consistency in patient care and communication.

REQUIREMENTS:

1. A minimum of Diploma in Healthcare Administration, Business, Communications, or a related field.
2. At least 5 years of experience in patient services, customer experience, or healthcare management role.
3. Fluency in English and Mandarin Chinese (spoken and written) is mandatory.
4. Strong leadership, communication, and interpersonal skills.
5. Experience working with international patients or facilitators, especially from China, is an advantage.
6. High emotional intelligence and cultural sensitivity in handling diverse patient backgrounds.
7. Ability to manage a team and handle high-pressure situations with professionalism and empathy.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Patient Relations Manager?
• Which of the following languages are you fluent in?
• How would you rate your English language skills?
• Are you willing to undergo a pre-employment background check?
• How much notice are you required to give your current employer?

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