Patient Experience Supervisor – Care & Engagement

KPJ Selangor Specialist Hospital; Malaysia; On-site; MYR 56,000 - 89,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a CCX Supervisor to supervise daily Customer Care & Experience operations, manage patient feedback, and drive service quality across departments. You will coach frontline staff, analyze patient satisfaction indicators, and coordinate engagement initiatives to enhance loyalty and patient-centered care.

The role requires a Diploma or equivalent, fluency in English and Bahasa Malaysia, and 1–2 years in a supervisory capacity.

Qualifications

• Diploma or equivalent qualification required.
• Proficiency in spoken English and Bahasa Malaysia.

Responsibilities

• Supervise the daily operations of Customer Care & Experience services.
• Manage patient feedback, complaints, compliments, and service recovery activities.
• 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 the implementation of 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

Coaching

Training

MS Office

Documentation

Report writing

Education

Diploma or equivalent qualification

Tools

MS Office

Job description

KPJ Selangor Specialist Hospital is seeking a CCX Supervisor to supervise daily Customer Care & Experience operations, manage patient feedback, and drive service quality across departments. You will coach frontline staff, analyze patient satisfaction indicators, and coordinate engagement initiatives to enhance loyalty and patient-centered care.

The role requires a Diploma or equivalent, fluency in English and Bahasa Malaysia, and 1–2 years in a supervisory capacity.