Manager, Customer Service - Hospital Division

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

Manager, Customer Service - Hospital Division

KL International Hospital at KL Wellness City is a newly established, 624-bed tertiary hospital (scalable to 1,000 beds), set to become a leading world-class hub for both domestic and international healthcare services.

As part of our growth journey towards opening, we are building a dynamic and high-performing pioneer team. This is a unique opportunity to contribute to the development of a flagship healthcare institution and shape its partnerships, services, and patient experience from the ground up.

Job Summary:

This role will be responsible for building customer service operations from the ground up, including developing policies, procedures, service standards, and patient experience initiatives. This individual will play a key role in shaping a patient-centric culture while ensuring effective management of patient feedback, complaints, and service recovery processes.

Key Responsibilities

• Develop and oversee front-line customer service operations, ensuring efficient handling of patient enquiries, requests, complaints, and feedback
• Establish and oversee the hospital's telephone operator and call handling service
• Manage customer service counters, information desks, concierge services, telephone operators and patient relations operations
• Establish protocols for VIPs, corporate clients, and medical tourists
• Map, evaluate and monitor daily service operations to ensure a seamless and positive patient experience across all touchpoints
• Manage patient feedback, compliments, complaints, and service recovery processes
• Ensure proper follow through for all complaints cases until resolution
• Ensure all incoming calls are answered promptly, professionally, and routed accurately to the appropriate departments
• Track and analyze customer service KPIs, including response time, resolution time, patient satisfaction scores, complaint trends, and service quality metrics.

Requirements

• Diploma / Bachelor's Degree in Healthcare Management, Hospitality, Business Administration, Communications, or a related field
• Minimum 8 years of relevant experience in Customer Service, Patient Experience or Hospitality operations
• Strong interpersonal, communication, presentation, and stakeholder management skills
• Ability to work independently and establish new processes in a startup or greenfield environment
• Experience in hospital commissioning, startup, greenfield projects, or new hospital openings will be an added advantage

We thank all applicants for their interest; however, only shortlisted candidates will be contacted for the next stage of the selection process.

Kuala Lumpur Wellness City (KLWC) is envisioned to be a purpose-built RM7 billion medical and wellness metropolis that provides integrated healthcare services to its target markets, whilst positioning itself in the forefront of developing cutting-edge medical breakthroughs on an international scale.

Kuala Lumpur Wellness City (KLWC) is envisioned to be a purpose-built RM7 billion medical and wellness metropolis that provides integrated healthcare services to its target markets, whilst positioning itself in the forefront of developing cutting-edge medical breakthroughs on an international scale.