Patient Experience Lead - Hospital & Patient Journey

Regency Specialist Hospital Sdn Bhd; Masai; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Continuous Learning

Incentives & Sponsorship

Career Growth

Medical Benefits

Annual Bonus

Job summary

Regency Specialist Hospital Sdn Bhd in Masai is seeking an Executive Patient Experience to join our Patient Experience team on a full-time basis. You will lead a diverse team, oversee daily operations, and ensure patients and families receive compassionate support throughout their journey.

You will monitor real-time dashboards, handle inquiries across multiple channels, and coordinate with medical administrative teams to resolve issues promptly while maintaining a high standard of service and

Qualifications

• Bachelor's degree or equivalent in a related field.
• Minimum 3 years of experience in a senior customer service role, preferably in healthcare.
• Strong communication, problem-solving, and decision-making skills.
• Proficient in IT, CRM systems, and communication applications.
• Willingness to work weekends, public holidays, and outside regular hours.

Responsibilities

• Lead and manage a patient experience team across multiple locations, ensuring smooth daily operations and timely services delivery.
• Oversee staff rostering and scheduling to ensure optimal coverage and resource allocation.
• Handle inquiries, emergencies, concerns, and requests with empathy and professionalism.
• Develop and implement customer service procedures and policies to streamline workflows.
• Monitor dashboards to track customer sentiment and performance, escalating issues as needed.
• Coordinate with medical administrative and internal teams to resolve complex problems.
• Measure patient satisfaction, conduct surveys, and identify areas for improvement.

Skills

Leadership

Communication

Problem-solving

Decision-making

Customer service

Education

Bachelor's degree or equivalent

Tools

CRM systems

IT proficiency

Communication apps

Job description

Regency Specialist Hospital Sdn Bhd in Masai is seeking an Executive Patient Experience to join our Patient Experience team on a full-time basis. You will lead a diverse team, oversee daily operations, and ensure patients and families receive compassionate support throughout their journey.

You will monitor real-time dashboards, handle inquiries across multiple channels, and coordinate with medical administrative teams to resolve issues promptly while maintaining a high standard of service and