Head of Patient Relations

General/Business Unit Manager (CEO & General Management)

Full time

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Join Gleneagles Hospital Kuala Lumpur as the Head of Patient Relations. You will lead the Patient Relations and Food & Beverage (F&B) Department, ensuring exceptional customer service delivery. Oversee patient grievance handling, customer feedback and F&B operations.

Key Responsibilities:

• Efficiently manage patient grievance handling by the Grievance Team, ensuring adherence to SOPs.
• Conduct weekly meetings with the grievance team and escalate serious complaints to senior management.
• Lead patient feedback meetings and ensure timely presentation and implementation of feedback.
• Collaborate with department heads to address patient and customer feedback for service improvement.
• Prepare yearly departmental budgets and oversee staffing and operational needs.
• Conduct performance appraisals, coaching, and succession planning for staff.
• Ensure compliance with safety protocols and maintenance of service standards.
• Review and update SOPs and working instructions regularly.
• Engage in hospital quality indicators and perform related duties as assigned.

Job Requirements:

• Minimum Diploma, preferably Bachelor’s Degree in any discipline.
• Minimum 5 years of relevant experience in customer service management.
• Excellent interpersonal and communication skills.
• Strong facilitation, negotiation, and conflict resolution skills.
• Ability to develop and manage cross-organizational relationships and drive change.
• Self-starter with initiative, able to work independently in a fast-paced environment.
• Willingness to work extended hours and high integrity.

Your application will include the following questions:

What's your expected monthly basic salary?

As a trusted tertiary care hospital, Gleneagles Kuala Lumpur was established in 1996 with the aim to provide only the best healthcare services to the community. With over 190 consultant specialists at our welcoming facility, located within Kuala Lumpur's sprawling embassy district, we strive to stand out as a dependable healthcare centre committed to the wellbeing of our customers.

Gleneagles Kuala Lumpur is an accredited, leading medical centre that promises to bring you the best in health care and management under one roof. In the 26 years that we have been in operations, we have evolved from being an efficient and leading healthcare provider to a medical centre that offers and provides total solutions from every aspect.

We have been at the forefront of medical care and services, and we are now pioneers in medical breakthroughs with medical expertise and state-of-the-art equipment and technologies.Medical services provided at Gleneagles Kuala Lumpur cover a wide range from Anaesthesiology to Cardiology, Dermatology, Dentistry, Neurology, Paediatrics, Rehabilitation Medicine and Oncology, just to name a few.

Gleneagles Kuala Lumpur is what it is today because of its people. By opening the doors to the ample opportunities available in the healthcare sector, our people continue to build on their strengths and move closer to realizing their greatest personal and professional goals with us. If you aspire to grow with the best in the industry, then Gleneagles Kuala Lumpur is the place to be.

Come and be a part of our team today.

As a trusted tertiary care hospital, Gleneagles Kuala Lumpur was established in 1996 with the aim to provide only the best healthcare services to the community. With over 190 consultant specialists at our welcoming facility, located within Kuala Lumpur's sprawling embassy district, we strive to stand out as a dependable healthcare centre committed to the wellbeing of our customers.

Gleneagles Kuala Lumpur is an accredited, leading medical centre that promises to bring you the best in health care and management under one roof. In the 26 years that we have been in operations, we have evolved from being an efficient and leading healthcare provider to a medical centre that offers and provides total solutions from every aspect.

We have been at the forefront of medical care and services, and we are now pioneers in medical breakthroughs with medical expertise and state-of-the-art equipment and technologies.Medical services provided at Gleneagles Kuala Lumpur cover a wide range from Anaesthesiology to Cardiology, Dermatology, Dentistry, Neurology, Paediatrics, Rehabilitation Medicine and Oncology, just to name a few.

Gleneagles Kuala Lumpur is what it is today because of its people. By opening the doors to the ample opportunities available in the healthcare sector, our people continue to build on their strengths and move closer to realizing their greatest personal and professional goals with us. If you aspire to grow with the best in the industry, then Gleneagles Kuala Lumpur is the place to be.

Come and be a part of our team today.

Perks and benefits

Medical

Parking

various types of leaves, subsidized meal, group te

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