Patient Feedback & Service Quality Specialist

Gleneagles Kuala Lumpur (A branch of Pantai Medical Centre Sdn Bhd); Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Gleneagles Kuala Lumpur (A branch of Pantai Medical Centre Sdn Bhd) is seeking a Patient Feedback Coordinator to manage and analyse patient feedback data, prepare monthly reports, and coordinate service improvement initiatives. You will liaise with multiple departments and the Service Excellence Division to ensure timely responses and CSAT targets are met.

The role involves promoting online feedback, supporting administrative tasks, and deputising for superiors as needed.

Qualifications

• Degree in Business, Hospitality, Public Relations or related fields.
• Experience in planning and implementing customer service programmes.
• Computer literate, especially in graphs and statistics.
• Good customer service and communication skills.
• Ability to analyse patient feedback data and follow up actions.

Responsibilities

• Ensure Patient Feedback data is accurately tabulated and maintained.
• Analyse and present Patient Feedback to Managers and HODs during monthly meetings.
• Prepare and submit monthly reports to HODs, Department Managers and Service Excellence Division within the required timeline.
• Work closely with IHH MY and SED teams to ensure Patient Feedback systems and channels operate smoothly.
• Monitor negative feedback and ensure responses are provided within the required timeline.
• Monitor departmental action plans and service improvement initiatives arising from patient feedback and complaints.
• Coordinate departmental events, projects and initiatives according to schedule.
• Encourage staff, Managers and HODs to promote online patient feedback.
• Follow up with departments on timely submission of action plans for negative feedback and complaints.
• Support the hospital in achieving its customer satisfaction (CSAT) target.
• Deputise for the immediate superior when required.
• Participate in Department and Hospital quality indicators.
• Perform other related duties as assigned by the superior.
• Administrative Support
• Monitor and submit the TMS report to HR on a weekly basis.
• Coordinate and process OT claims for Service Ambassadors and Concierge.
• Support division administrative functions including HR matters, procurement and document control.

Skills

Customer service

Data analysis

Communication skills

Independent working

Education

Bachelor's degree or Diploma in Business, Hospitality, Public Relations or related fields

Job description

Gleneagles Kuala Lumpur (A branch of Pantai Medical Centre Sdn Bhd) is seeking a Patient Feedback Coordinator to manage and analyse patient feedback data, prepare monthly reports, and coordinate service improvement initiatives. You will liaise with multiple departments and the Service Excellence Division to ensure timely responses and CSAT targets are met.

The role involves promoting online feedback, supporting administrative tasks, and deputising for superiors as needed.