Head of Patient Experience & Care Operations

KPJ Selangor Specialist Hospital; Malaysia; On-site; MYR 90,000 - 120,000; Full time

Job summary

KPJ Selangor Specialist Hospital seeks a Customer Care & Experience Manager to lead the end-to-end patient journey strategy and optimize the patient experience across pre-admission to post-discharge care.

The role drives CSI and NPS performance, ensures strict compliance with healthcare regulations, and collaborates with clinical, nursing, and administrative teams to deliver hospitality-driven care in a clinical setting.

Qualifications

• Degree in a healthcare-related field and/or business/management discipline.
• 5–7 years of progressive leadership experience in customer experience, patient care management, or patient relations, preferably in healthcare.

Responsibilities

• End-to-End Patient Journey Optimization: map and optimize every phase of the patient lifecycle.
• Metric Tracking & NPS/CSI Strategy: set targets and translate scores into actions.
• Statutory & Regulatory Compliance: ensure adherence to PFA98 and related regulations.
• Data Analytics & Insights: analyze CX data to identify root causes and opportunities.
• Team Leadership & Cross-Functional Collaboration: lead teams and drive cross-department service improvements.

Education

Degree in Healthcare Management

Bachelor's degree in Business Administration / Hospitality / Service Management

Job description

KPJ Selangor Specialist Hospital seeks a Customer Care & Experience Manager to lead the end-to-end patient journey strategy and optimize the patient experience across pre-admission to post-discharge care.

The role drives CSI and NPS performance, ensures strict compliance with healthcare regulations, and collaborates with clinical, nursing, and administrative teams to deliver hospitality-driven care in a clinical setting.