Senior Manager, Patient Experience & Service Excellence

Puteri Specialist Hospital; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Puteri Specialist Hospital is seeking a Head of Services, CCX, to provide strategic and operational leadership for high-quality patient care and a compassionate patient experience. You will oversee CCX staff, drive improvement initiatives, and ensure alignment with caring, professional, and personalized service values.

You will develop the CCX strategy, lead service standards, monitor satisfaction, and coordinate across departments to optimise the patient journey while maintaining compliance

Qualifications

• Degree in healthcare management or related field.
• Postgraduate qualification (MBA/MHA) is advantageous.
• Minimum 8–10 years in customer service/healthcare, with 5+ years in leadership.
• Experience in hospital or hospitality sectors preferred.

Responsibilities

• Develop and implement the hospital's CCX strategy.
• Lead policies, SOPs, and service standards across departments.
• Manage patient feedback, complaints, and service recovery.
• Coordinate cross-departmental collaboration to improve patient journeys.
• Oversee staff development and engagement in CCX.

Skills

Leadership

Communication

Customer service

Analytical thinking

Problem solving

Education

Degree in Healthcare Management

MBA / MHA (advantage)

5+ years leadership experience

Healthcare or hospitality background

Tools

MS Office

Hospital management systems

Canva

AI literacy

Job description

Puteri Specialist Hospital is seeking a Head of Services, CCX, to provide strategic and operational leadership for high-quality patient care and a compassionate patient experience. You will oversee CCX staff, drive improvement initiatives, and ensure alignment with caring, professional, and personalized service values.

You will develop the CCX strategy, lead service standards, monitor satisfaction, and coordinate across departments to optimise the patient journey while maintaining compliance