Patient Experience & Service Manager

Penang Adventist Hospital; George Town; On-site; MYR 72,000 - 110,000; Full time

Job summary

Penang Adventist Hospital in Penang is seeking an experienced customer-service leader to manage complaints, resolve issues on the spot, and strengthen patient relationships. You will align staff to service standards and drive solutions that enhance patient satisfaction.

The role requires a Diploma or Degree with management experience in healthcare, excellent leadership and problem-solving skills, and the ability to supervise a team of customer service staff.

Qualifications

• Diploma / Degree with at least 2-3 years of management experience as an Assistant Manager capacity or at least 5 years’ experience in healthcare organization.
• Background experience in healthcare is a strong plus.
• Great critical thinking skill.
• Problem solving skills and interrelationship management.
• Excellent leadership / influence / motivational, interpersonal skills.
• Motivational skills and an ability to supervise and lead a team of customer service staff.

Responsibilities

• Meet and resolve customer complaints on the spot and offer solutions to mitigate the situations.
• Executes the organizational strategy to support and resolve customer issues and questions.
• Responsible for maintaining relationships with clients, addressing their inquiries, resolving issues, and ensuring customer satisfaction.
• Monitor and ensure service standards provided by staff are up to the desired service expectations such as greeting the customer promptly, anticipate customers’ needs in appropriate manner.
• Provide exceptional service to VIPs. Anticipate their needs and follow-up till discharge.
• Ensure staff applies appropriate skills when handling feedback and complaints. Handle complaints professionally and tactfully. Remain responsive at all times.
• Follow-up and resolve issue with in-patient before they discharge from the ward.
• Any other tasks as assigned by Superior.

Skills

Leadership

Customer service

Problem solving

Interpersonal skills

Team supervision

Critical thinking

Relationship management

Education

Diploma / Degree

Job description

Penang Adventist Hospital in Penang is seeking an experienced customer-service leader to manage complaints, resolve issues on the spot, and strengthen patient relationships. You will align staff to service standards and drive solutions that enhance patient satisfaction.

The role requires a Diploma or Degree with management experience in healthcare, excellent leadership and problem-solving skills, and the ability to supervise a team of customer service staff.