Officer, Patient Experience

Job Duties & Responsibilities

• Respond to patient enquiries and concerns professionally, providing accurate information about hospital services, procedures, and facilities.
• Assist patients and families with appointments, follow-ups, special requests, and feedback.
• Handle patient complaints and coordinate with relevant departments to resolve issues promptly.
• Manage porter requests and report system or technical issues when necessary.
• Follow up on patient enquiries and complaints received through phone calls, emails, Google Reviews, and other platforms.
• Keep updated on hospital services, promotions, and facilities to provide accurate information to patients.
• Monitor patient experience surveys and online reviews, and update feedback records for follow-up actions.
• Conduct ward rounds and brief patients on their rights and responsibilities.
• Achieve customer service targets and maintain high patient satisfaction.
• Maintain accurate records of patient enquiries, feedback, complaints, and resolutions.

Requirement

• Diploma or Degree in a relevant field.
• Good communication and interpersonal skills.
• Good command of English and Bahasa Malaysia.
• Able to handle patient enquiries, feedback, and complaints professionally.
• Good problem-solving and customer service skills.
• Basic computer skills and ability to maintain accurate records.
• Able to work independently and as part of a team.

Pay: RM1,800.00 - RM2,200.00 per month

Benefits:

• Additional leave
• Dental insurance
• Maternity leave
• Professional development

Work Location: In person