Job Title:  Customer Care Officer

Job Summary

• Responsible for supporting the hospital and the customer care unit in the initiation, planning, implementation, reporting and evaluation of the patient and their family's experience and associated functions across all touch points. 
• Ensures all interactions from first contact to post-service follow up meet the highest standards of service, empathy and efficiency to achieve exeptional patient-centered care.
• Provides operational guidance and oversigt, mentorship and coaching to customer care department employees. This may include but not limited to managing and addressing work outputs, complex customer service matters, and ensures edherence to hospital policies, standard operating procedures, and service quality standards.
• Supports the Head of Department/Executive Lead, Hospital Services in implementing service initiatives, training programs, and continuous process improvements to enhance the patient and visitor experience.

Principal Duties and Responsibilities

Monitoring and Improvement of Customer Service Performance

• Monitoring patient feedback, complaints, and satisfaction surbey and service metrics to identify trends and systemic issues for improvements.
• Investigate and resolve recurring or complex service issues, escalating the Head of Department or Clinical where needed. 
• Ensure compliance with hospital policies, accreditation standards, and patient rights regulations in all service interactions. 
• Conduct regular audits of patient experience touchpoints (admissions, catering, discharge, etc.) to identify risks and opportunites for improvements. 

Stakeholders Coordination and Operational Support

• Liase with clinical, nursing, catering and support departments to address patient-related issues and ensure seamless care delivery. 
• Maintain accurate records of patients interactions, service incidents, and departmental reporting for transparency and accountability
• Develop effective work plans, identify appropriate resources, and streamline processes to enhance patient exprience. 
• Develop effective work plans; identifies appropriate resources and processes to enhance patient experience. 
• Supervise and mentor junior customer care staff, providing guidance and ensuring high patient service standards. 
• Initiate new developments and innovations to enhance patient experience across the hospital. 
• Analyze departmental needs to improve capabilities and adapt to evolving patient expectations and healthcare standards.

Supervisory Guidance and Staff Development

• Provide regular updates to Head of Department regarding patient experience, operations, risks and improvement initiatives. 
• Delegate responsibilities to staff to ensure day-to-day functions and assigned patient experience functions and assigned projects are carried out effectively. 
• Oversee preparation of conplex reports, memos, letters, and other documentation related to patient feedback and regulatory compliance. 
• Support workforce coordination, including allocation and ensuring adequate coverage acorss patient-facing areas.

Oversight and Coordination of Patient Experience Operations

• Oversee day-to-day patient experience activities including patient inquiries, visitor assistance, feeback handling, and service requests. 
• Ensure all patient interactions are professional, empathetic, accurate, and aligned with hospital standards and SOPs and patient rights. 
• Collaborating with clinical teams to ensure patient safety and satisfaction are prioritized in all operational decisions. 
• Track and report on Patient experience KPIs to hospital leadership, ensuring accountability and continuous improvement.

Professional Requirements

A minimum of 3 to 5 years of professional experience in customer service, with strong communication and interpersonal skills is required

Educational Requirements

• Undergraduate degree in Hospitality Management, Business Administration or any other relevant field required.
• Postgraduate defree in Hospitality Management, Business Administration or any other relavant field is preferred.

Specialised Skills/Knowledge/Attribute Requirement

• Knowledge about patient-reported experience measures and patient rights and safety protocols.
• Knowledge about patient journey mapping, root cause analysis and continuous improvement methodologies. 
• Knowledgable and well-versed in Royal Protocol and Melayu Islam Beraja (MIB) Code of Conduct. 
• Ability to communicate in Bahasa Terasul is highly advantageous.
• Knowledgaeble of hospital operations and services, faciltiies and promotions. 
• Skilled in coordinating workflows, overseeing service executions, maintaining accurate records, and ensuring adherence to policies and SOPs. 
• Capable of providing guidance, mentorship, and operational support to Customer Care Executives. 
• Strong Communication, problem-solving, analytical, and interpersonal skills to liaise effectively with internal and external stakeholders.

Closing Date

11th February 2026