Senior Patient Experience & Care Lead

KPJ Healthcare Berhad; Malaysia; On-site; MYR 50,000 - 80,000; Full time

Job summary

KPJ Healthcare Berhad in Malaysia seeks a Patient Experience Specialist to improve the patient journey by analyzing feedback and coaching care teams to deliver patient-centered service. You will design training, develop metrics, and collaborate across departments to ensure compliant, high-quality care and consistent service recovery when needed.

Experience in healthcare customer service and knowledge of governance and compliance will be favored, with strong communication and problem-solving

Qualifications

• Bachelor's degree in Mass Communications or related field required.
• Professional certification in healthcare customer service is desirable.
• Preferred with at least 5 years working experience in healthcare/customer service.
• Understanding of healthcare governance and compliance is essential.
• Strong communication, adaptability and problem-solving skills.

Responsibilities

• Support patient experience initiatives and analyze feedback to improve metrics.
• Coach staff to improve patient-centred and team communication.
• Design and deliver educational programs to enhance learning outcomes.
• Develop metrics and reporting tools to track patient experience performance.

Skills

Consultation skills

People skills

Time management

Solution oriented

Education

Bachelor's degree in Mass Communication or related field

Healthcare customer service certification

Job description

KPJ Healthcare Berhad in Malaysia seeks a Patient Experience Specialist to improve the patient journey by analyzing feedback and coaching care teams to deliver patient-centered service. You will design training, develop metrics, and collaborate across departments to ensure compliant, high-quality care and consistent service recovery when needed.

Experience in healthcare customer service and knowledge of governance and compliance will be favored, with strong communication and problem-solving