Patient Experience Leader — Hospital Services

Regency Specialist Hospital Sdn Bhd; Johor Bahru; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Continuous Learning

Incentives & Sponsorship

Career Growth Opportunities

Medical Benefits

Annual Increment & Bonus

Job summary

Regency Specialist Hospital Sdn Bhd in Malaysia is seeking a Customer Service Manager to lead the hospital's Patient Experience function, drive service excellence, and oversee the Patient Experience Contact Centre, International Patient Lounge, and related touchpoints to ensure compassionate, safe, and high-quality care.

You will develop and implement policies, manage complaints and service recovery, supervise operations, budgeting, and staffing, and collaborate with stakeholders to continually

Qualifications

• Bachelor's degree in business, healthcare management or related field.
• Minimum 5 years in customer service/experience roles.
• At least 2 years leading customer service in healthcare or similar.
• Strong data interpretation and decision-making skills.
• Excellent leadership and communication abilities.

Responsibilities

• Lead and manage Patient Experience function including PECC, IPL, and related services.
• Develop and implement policies, workflows, and governance for safe, high-quality service.
• Manage complex complaints, grievances, and service recovery in collaboration with stakeholders.
• Oversee daily operations of PEC, IPL, patient enquiries, feedback, concierge, porter and transport.
• Manage departmental staffing, budgeting, and resource planning.

Skills

Leadership

Data interpretation

Communication

Problem solving

Customer service

Team motivation

Education

Bachelor's Degree in Business Administration/Healthcare Management/Hospitality

Job description

Regency Specialist Hospital Sdn Bhd in Malaysia is seeking a Customer Service Manager to lead the hospital's Patient Experience function, drive service excellence, and oversee the Patient Experience Contact Centre, International Patient Lounge, and related touchpoints to ensure compassionate, safe, and high-quality care.

You will develop and implement policies, manage complaints and service recovery, supervise operations, budgeting, and staffing, and collaborate with stakeholders to continually