Senior Patient Experience & Care Manager

KPJ Selangor Specialist Hospital; Malaysia; On-site; MYR 48,000 - 72,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a Patient Experience Specialist to lead patient journey improvements and collaborate with clinical teams to elevate the quality of care and satisfaction for patients and families.

You will analyze feedback from surveys, portals, and direct observation, design training programs, coach staff on patient-centred communication, and implement service recovery when issues arise.

Qualifications

• Bachelor's degree in Mass Communications or related field.
• Certification from a recognized professional body in healthcare customer service.
• 5+ years of working experience (preferred).
• Understanding of Private Healthcare Act 1968 (PHA68) and healthcare governance.
• Compliance knowledge and design thinking.
• Strong communication and interpersonal skills.

Responsibilities

• Identify patient experience improvement activities and ensure excellent care experience.
• Collaborate with hospital teams to communicate and deliver care effectively.
• Coach staff to improve patient-centred communication and learning outcomes.
• Analyze patient feedback and metrics to recommend experience improvements.
• Develop education programs and reporting tools to track patient experience performance.

Skills

Communication

People skills

Time management

Lateral thinking

Solution oriented

Self confidence

Education

Bachelor's degree in Mass Communications or related field

Certification from a recognized professional body in healthcare customer service

Job description

KPJ Selangor Specialist Hospital is seeking a Patient Experience Specialist to lead patient journey improvements and collaborate with clinical teams to elevate the quality of care and satisfaction for patients and families.

You will analyze feedback from surveys, portals, and direct observation, design training programs, coach staff on patient-centred communication, and implement service recovery when issues arise.