Head of Patient Experience & Service Ops

KL Wellness City Sdn. Bhd.; Kuala Lumpur; Presencial; MYR 180.000 - 260.000; Jornada completa

Descripción de la vacante

KL Wellness City Sdn. Bhd.'s KL International Hospital at KL Wellness City seeks a Manager, Customer Service - Hospital Division to build the customer service backbone for a 624-bed tertiary hospital.

You will establish policies, service standards, and patient experience initiatives to support a patient-centric culture. Lead frontline operations, VIP and corporate protocols, monitor KPIs, and drive service recovery.

Formación

• Diploma or Bachelor's degree in healthcare, hospitality, business, or related field.
• At least 8 years in Customer Service, Patient Experience, or hospitality operations
• Strong interpersonal and stakeholder management skills
• Proven ability to launch new processes in startup/greenfield environments
• Experience with hospital commissioning or new openings is advantageous

Responsabilidades

• Build front-line customer service operations from the ground up.
• Establish policies, procedures, service standards and patient experience initiatives.
• Manage patient feedback, complaints, and service recovery processes.
• Oversee telephone operators, information desks, concierge services and front desk.
• Develop VIP, corporate client and medical tourist protocols.
• Monitor daily service operations to ensure seamless patient experience.
• Track KPIs: response time, resolution time, patient satisfaction, trends.
• Ensure calls are answered promptly and routed to the right departments.
• Follow through on all complaint cases until resolution.

Conocimientos

Stakeholder Mgmt

Communication

Interpersonal Skills

Presentation Skills

Startup mindset

Educación

Healthcare/Business degree

Descripción del empleo

KL Wellness City Sdn. Bhd.'s KL International Hospital at KL Wellness City seeks a Manager, Customer Service - Hospital Division to build the customer service backbone for a 624-bed tertiary hospital.

You will establish policies, service standards, and patient experience initiatives to support a patient-centric culture. Lead frontline operations, VIP and corporate protocols, monitor KPIs, and drive service recovery.