Patient Experience & Care Supervisor

KPJ Perlis Specialist Hospital; Malaysia; On-site; MYR 78,000 - 112,000; Full time

Job summary

KPJ Perlis Specialist Hospital is seeking a CCX Supervisor to supervise daily Customer Care & Experience operations and coordinate patient feedback, complaints, and service recovery.

You will act as a liaison between patients, families and management, monitor satisfaction metrics, and lead staff training to uphold empathy and professionalism.

This role emphasizes patient engagement, loyalty programs, and continuous service improvement across the hospital.

Qualifications

• Diploma or equivalent qualification required.
• Proficiency in spoken English and Bahasa Malaysia.
• 1–2 years of supervisory experience preferred.
• Experience handling patient complaints and feedback.
• Strong communication, presentation, and reporting skills.

Responsibilities

• Supervise daily Customer Care & Experience operations.
• Manage patient feedback, complaints, compliments and service recovery.
• Act as a liaison between patients, families, and hospital management.
• Monitor and analyze patient satisfaction and customer experience indicators.
• Coordinate patient engagement and customer retention initiatives.
• Ensure compliance with customer service policies, procedures, and service excellence standards.
• Conduct customer service training, coaching, and awareness programs for staff.
• Support quality improvement initiatives related to patient experience.
• Prepare reports and recommendations for management regarding customer service performance.
• Foster a culture of empathy, professionalism, and patient-centered care across the organization.
• Actively promote the KPJ Cares membership programme to patients and visitors to enhance engagement and customer loyalty.

Skills

Communication

Interpersonal skills

Problem-solving

Conflict resolution

Coaching

Training

Presentation skills

Report writing

Documentation

Work under pressure

Customer-focused mindset

Empathy

Team player

Professional appearance

Confidentiality

Education

Diploma or equivalent qualification

Tools

Microsoft Office

Excel

PowerPoint

Word

Job description

KPJ Perlis Specialist Hospital is seeking a CCX Supervisor to supervise daily Customer Care & Experience operations and coordinate patient feedback, complaints, and service recovery.

You will act as a liaison between patients, families and management, monitor satisfaction metrics, and lead staff training to uphold empathy and professionalism.

This role emphasizes patient engagement, loyalty programs, and continuous service improvement across the hospital.