Executive Customer Feedback

Gleneagles Kuala Lumpur (A branch of Pantai Medical Centre Sdn Bhd); Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Gleneagles Kuala Lumpur (A branch of Pantai Medical Centre Sdn Bhd) is seeking a Patient Feedback Coordinator to manage and analyse patient feedback data, prepare monthly reports, and coordinate service improvement initiatives. You will liaise with multiple departments and the Service Excellence Division to ensure timely responses and CSAT targets are met.

The role involves promoting online feedback, supporting administrative tasks, and deputising for superiors as needed.

Qualifications

• Degree in Business, Hospitality, Public Relations or related fields.
• Experience in planning and implementing customer service programmes.
• Computer literate, especially in graphs and statistics.
• Good customer service and communication skills.
• Ability to analyse patient feedback data and follow up actions.

Responsibilities

• Ensure Patient Feedback data is accurately tabulated and maintained.
• Analyse and present Patient Feedback to Managers and HODs during monthly meetings.
• Prepare and submit monthly reports to HODs, Department Managers and Service Excellence Division within the required timeline.
• Work closely with IHH MY and SED teams to ensure Patient Feedback systems and channels operate smoothly.
• Monitor negative feedback and ensure responses are provided within the required timeline.
• Monitor departmental action plans and service improvement initiatives arising from patient feedback and complaints.
• Coordinate departmental events, projects and initiatives according to schedule.
• Encourage staff, Managers and HODs to promote online patient feedback.
• Follow up with departments on timely submission of action plans for negative feedback and complaints.
• Support the hospital in achieving its customer satisfaction (CSAT) target.
• Deputise for the immediate superior when required.
• Participate in Department and Hospital quality indicators.
• Perform other related duties as assigned by the superior.
• Administrative Support
• Monitor and submit the TMS report to HR on a weekly basis.
• Coordinate and process OT claims for Service Ambassadors and Concierge.
• Support division administrative functions including HR matters, procurement and document control.

Skills

Customer service

Data analysis

Communication skills

Independent working

Education

Bachelor's degree or Diploma in Business, Hospitality, Public Relations or related fields

Job description

Responsible for Patient Feedback (70%) and Administrative Support (30%), serving as the main point of contact for patient feedback matters across departments.

DUTIES & RESPONSIBILITIES

Ensure Patient Feedback data is accurately tabulated and maintained.

Analyse and present Patient Feedback to Managers and HODs during monthly meetings.

Prepare and submit monthly reports to HODs, Department Managers and Service Excellence Division within the required timeline.

Work closely with IHH MY and SED teams to ensure Patient Feedback systems and channels operate smoothly.

Monitor negative feedback and ensure responses are provided within the required timeline.

Monitor departmental action plans and service improvement initiatives arising from patient feedback and complaints.

Coordinate departmental events, projects and initiatives according to schedule.

Encourage staff, Managers and HODs to promote online patient feedback.

Follow up with departments on timely submission of action plans for negative feedback and complaints.

Support the hospital in achieving its customer satisfaction (CSAT) target.

Deputise for the immediate superior when required.

Participate in Department and Hospital quality indicators.

Perform other related duties as assigned by the superior.

Administrative Support

Monitor and submit the TMS report to HR on a weekly basis.

Coordinate and process OT claims for Service Ambassadors and Concierge.

Support division administrative functions including HR matters, procurement and document control.

JOB REQUIREMENTS

Qualifications / Experience

Minimum Degree in Business, Hospitality, Public Relations or related fields.

Experience in planning and implementing customer service programmes.

Computer literate, particularly in handling graphs and statistics.

Other Requirements

Good customer service and communication skills.

Able to handle customer feedback, problems and complaints.

Able to manage and analyse patient feedback data.

Good planning and organisational skills.

Detail-oriented with strong follow-up skills.

Able to work independently.

High integrity, honest and trustworthy.

Willing to work extended hours and shift duties when required.

As one of the best hospital in Kuala Lumpur, conveniently located in Jalan Ampang, Gleneagles Hospital Kuala Lumpur has been providing trusted healthcare since 1996. We combine advanced medical technology with a compassionate, highly skilled medical team. Offering a wide range of comprehensive services tailored to meet the needs of our patients, from preventive care to specialised treatments, we ensure your health and well-being are our top priorities.

As one of the best hospital in Kuala Lumpur, conveniently located in Jalan Ampang, Gleneagles Hospital Kuala Lumpur has been providing trusted healthcare since 1996. We combine advanced medical technology with a compassionate, highly skilled medical team. Offering a wide range of comprehensive services tailored to meet the needs of our patients, from preventive care to specialised treatments, we ensure your health and well-being are our top priorities.