Senior Patient Experience & Care CX Leader

KPJ Healthcare Berhad; Malaysia; On-site; MYR 180,000 - 260,000; Full time

Job summary

KPJ Healthcare Berhad is seeking a Customer Care & Experience Manager to design and optimize the end-to-end patient journey, from pre-admission to post-discharge care. You will lead cross-functional teams, track CSI and NPS, and ensure compliance with healthcare regulations.

The role requires strong leadership, exceptional communication, and a data-driven approach to continuously improve patient satisfaction in a fast-paced clinical environment.

Qualifications

• Degree in Healthcare Management or related field.
• 5–7 years leadership experience in CX/patient relations.
• Strong knowledge of private healthcare regulations (PFA98, etc.).
• Data-driven CX improvement experience.
• Excellent communication and stakeholder skills.

Responsibilities

• Lead end-to-end patient journey optimization across all touchpoints.
• Drive CSI and NPS metrics to meet or exceed targets.
• Ensure compliance with PFA98 and regulatory standards.
• Collaborate with clinical and administrative teams to drive improvements.
• Coach frontline teams and foster a patient-centric service culture.

Skills

CX analytics

Leadership

Stakeholder management

Strategic thinking

Communication

Change management

Empathy

Conflict resolution

Education

Degree in Healthcare Management

Job description

KPJ Healthcare Berhad is seeking a Customer Care & Experience Manager to design and optimize the end-to-end patient journey, from pre-admission to post-discharge care. You will lead cross-functional teams, track CSI and NPS, and ensure compliance with healthcare regulations.

The role requires strong leadership, exceptional communication, and a data-driven approach to continuously improve patient satisfaction in a fast-paced clinical environment.