Executive, Patient Experience

About the role

Regency Specialist Hospital Sdn Bhd is seeking a dedicated and detail-oriented Executive Patient Experience to join our Patient Experience department on a full-time basis. Located in Masai, this role is fundamental to delivering exceptional customer service, enhancing the patient experience, and ensuring patients and their families receive professional and compassionate support throughout their journey.

Job Duties & Responsibilities

• Lead and manage a diverse patient experience team across multiple locations, ensuring smooth daily operations and timely services delivery.
• Oversee staff rostering and scheduling to ensure optimal coverage and resource allocation that meets operational demands.
• Assign and oversee tasks for team members, ensuring clarity of roles and responsibilities in handling enquiries, porter, and transport services.
• Develop and implement customer service procedures and policies to streamline workflows, enhance efficiency, and optimize customer interactions.
• Oversee real-time dashboards across various platforms to track customer sentiment, service performance, and data accuracy. Flag and escalate issues requiring immediate attention, and coordinate with cross-functional teams to ensure smooth operations, timely resolutions, and follow-ups.
• Serve as the primary point of contact for patients and families, addressing inquiries, emergencies, concerns, and requests with empathy and professionalism.
• Handle escalated customer needs and issues received through various channels (general email, Google Review, HubSpot, Careline, and phone calls), ensuring prompt resolutions and maintaining a high level of customer satisfaction.
• Coordinate all aspects of the patient journey, from pre-arrival communications to post-discharge follow-up, ensuring a seamless experience.
• Manage complex issues of customer feedback/complaints, investigate the issues, and propose suitable resolutions to close feedback/complaints. Empathize with customers, maintaining professionalism and a calm demeanor while addressing their concerns.
• Collaborate with medical administrative, internal teams to address complex or sensitive problems, seek guidance when needed, and maintain open lines of communication with customers throughout the process.
• Measure and monitor patient satisfaction levels, conduct patient surveys, and analyses feedbacks to identify areas for improvement and implement strategies to enhance overall patient experience.
• Manage feedbacks on IPD and OPD surveys and Google reviews from both inpatients and outpatients on a daily basis, ensuring numbers of feedback is captured according to KPI. Identify the feedback that requires follow-up and include it in the daily update list.
• Achieve or exceed performance targets for response time, resolution time, customer satisfaction, and other assigned key performance indicators (KPIs).
• Stay current with company products, policies, and industry trends to provide accurate information and guidance to both customers and team members.

Requirements

• Bachelor’s degree or equivalent experience in a related field.
• Minimum 3 years of experience in a senior customer service role, preferably in healthcare.
• Strong communication, problem-solving, and decision-making skills.
• Good customer service and leadership skills.
• Proficient in IT, CRM systems, and communication applications.
• Able to work weekends, public holidays, and outside regular working hours when required.
• Proficient in English and Malay, both written and spoken.
• Chinese language proficiency is an advantage.

What we offer
At Regency Specialist Hospital Sdn Bhd, we are committed to supporting the professional development and wellbeing of our staff. We provide competitive remuneration aligned with industry standards, opportunities for ongoing training and professional development to enhance your skills and advance your career within patient experience, and a supportive and collaborative work environment where your contributions are valued. We also offer comprehensive benefits packages designed to support your health and wellbeing, and a workplace culture that prioritises work-life balance and employee satisfaction. We encourage applications from all backgrounds and are committed to creating an inclusive workplace.

About us
Regency Specialist Hospital Sdn Bhd is a dedicated healthcare provider committed to delivering high-quality medical services and patient care. Our specialist hospital is equipped with modern facilities and staffed by experienced healthcare professionals who are passionate about improving patient outcomes. We pride ourselves on maintaining the highest standards of clinical excellence, professionalism, and compassion. Our mission is to provide accessible, evidence-based healthcare services in a supportive environment where patients feel valued and cared for. We invest in our team members, fostering a collaborative culture that encourages continuous improvement and innovation in healthcare delivery.

Apply now
If you are a motivated individual with a passion for Executive Patient Experience, we would like to hear from you. Please submit your application including your CV, qualifications, and a cover letter outlining your interest in this role. For enquiries, please contact our Human Resources department at Regency Specialist Hospital Sdn Bhd, Johor Bahru.