Head of Patient Experience & Service Excellence

KPJ Penang Specialist Hospital; Penang; On-site; MYR 45,000 - 78,000; Full time

Job summary

KPJ Penang Specialist Hospital in Penang seeks a Customer Service Supervisor to lead patient‑facing teams and uphold service excellence across the lobby, reception, concierge and telephonist functions.

You will plan and implement frontline training, oversee daily lobby operations and provide regular management updates on service performance. Drive continuous improvement while ensuring high standards of patient care and safety across all touchpoints.

Qualifications

• Minimum SPM qualification or equivalent.
• Degree in related fields are an advantage.

Responsibilities

• Build and strengthen customer loyalty and relationships with patients, visitors and staff.
• Plan, coordinate and implement customer service training programs for frontline employees.
• Oversee daily operations of the main lobby and supervise the Patient Liaison, Reception, Concierge and Telephonist teams.
• Provide regular updates to Management on customer service performance, feedback, concerns and improvements.
• Ensure high-quality customer service across all patient touchpoints and service areas.
• Implement and uphold KPJ Penang Specialist Hospital's Customer Service policies and related manuals.
• Monitor customer needs and ensure services meet patient requirements and service-excellence goals.
• Support continuous improvement activities including quality assurance, infection control and fire/safety programs.

Skills

Customer service

Team supervision

Training program development

Stakeholder communication

Quality assurance

Policy adherence

Education

SPM qualification

Degree in related fields

Job description

KPJ Penang Specialist Hospital in Penang seeks a Customer Service Supervisor to lead patient‑facing teams and uphold service excellence across the lobby, reception, concierge and telephonist functions.

You will plan and implement frontline training, oversee daily lobby operations and provide regular management updates on service performance. Drive continuous improvement while ensuring high standards of patient care and safety across all touchpoints.