Patient Experience & Care Manager

MAHSA HOSPITAL SDN. BHD.; Selangor; On-site; MYR 85,000 - 125,000; Full time

Job summary

MAHSA HOSPITAL SDN. BHD. invites applications for a Customer Care Manager (Hotel & Healthcare) to lead the customer care team and drive patient-centric service across the hospital and related hotel services.

You will address patient concerns, implement improvement strategies, train staff in communication and empathy, collaborate with departments, and monitor satisfaction metrics to ensure compliant, high-quality patient experiences.

Qualifications

• Proven experience in customer service management.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills.
• Empathy and a customer-centric approach.
• Analytical and problem-solving abilities.
• Knowledge of healthcare regulations related to patient interactions.

Responsibilities

• Lead and manage the customer care team, providing guidance and support.
• Foster a customer-centric culture within the department.
• Address patient concerns and feedback promptly and effectively.
• Implement strategies to enhance patient satisfaction and loyalty.
• Identify areas for service improvement based on patient feedback and industry best practices.
• Provide training to customer care staff on effective communication, empathy, and conflict resolution.
• Collaborate with other departments to implement initiatives that enhance the overall patient experience.
• Monitor key performance indicators related to customer satisfaction and navigate improvement plans.
• Ensure compliance with healthcare regulations and policies related to patient interactions.

Skills

Leadership

Customer service management

Communication skills

Empathy

Analytical thinking

Education

Bachelor's degree in Business Administration, Healthcare Management, or related field

Job description

MAHSA HOSPITAL SDN. BHD. invites applications for a Customer Care Manager (Hotel & Healthcare) to lead the customer care team and drive patient-centric service across the hospital and related hotel services.

You will address patient concerns, implement improvement strategies, train staff in communication and empathy, collaborate with departments, and monitor satisfaction metrics to ensure compliant, high-quality patient experiences.