Head of Patient Experience & Service Excellence

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

KPJ Healthcare Berhad seeks a Deputy Manager, Customer Care & Experience to lead the CCX team and drive patient-first culture across hospital services. You will oversee reception, call center, admission, concierge, and information counters while implementing service standards and governance frameworks.

You will mentor CCX staff, analyse patient feedback, and deliver reports with recommendations for continual service improvement, alignment with KPJ values.

Qualifications

• Degree in Healthcare Management or related field.
• MBA or equivalent postgraduate qualification is an advantage.
• 8–10 years in customer service/healthcare management with 5+ years in leadership.
• Experience in hospital or hospitality industry preferred.

Responsibilities

• Lead the CCX team and ensure seamless patient journeys.
• Oversee reception, call center, admission, concierge, and information counters.
• Drive service improvement initiatives and patient feedback programs.
• Ensure compliance with accreditation standards and OSH regulations.
• Mentor, coach, and develop CCX staff and manage budgets.

Skills

Leadership

Strategic thinking

Communication

Patient-centric

Interpersonal skills

Analytical skills

MS Office

Education

Degree in Healthcare Management

MBA/MHA or equivalent

Tools

Canva

AI skills

Microsoft Windows

Job description

KPJ Healthcare Berhad seeks a Deputy Manager, Customer Care & Experience to lead the CCX team and drive patient-first culture across hospital services. You will oversee reception, call center, admission, concierge, and information counters while implementing service standards and governance frameworks.

You will mentor CCX staff, analyse patient feedback, and deliver reports with recommendations for continual service improvement, alignment with KPJ values.