MANAGER, CUSTOMER CARE & EXPERIENCE

1) KEY ACCOUNTABILITIES

The Customer Care & Experience Manager leads the strategic design, operational execution, and continuous optimization of the end-to-end (E2E) patient journey. This role is directly responsible for elevating patient satisfaction, driving CSI and NPS metrics, maintaining strict compliance with healthcare regulatory standards (such as PFA98 / Private Healthcare Facilities and Services Act 1998, ISO and SIRIM), and converting patient feedback into actionable operational improvements.

2) JOB DESCRIPTION

End-to-End (E2E) Patient Experience Strategy

Map, oversee, and continuously optimize every touchpoint of the patient journey—from pre-admission and clinical interactions to post-discharge care.

Seamless Journey Operations

Identify and eliminate operational friction, long wait times, and communication gaps across departments to deliver a cohesive, frictionless patient experience.

Metrics & Performance Management

Track, analyze, and report key performance indicators, ensuring hospital or facility targets for Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) are consistently achieved or exceeded.

Statutory & Compliance Management

Oversee the formal patient grievance process in strict compliance with the Private Healthcare Facilities and Services Act 1998 (PFA98) and related regulatory frameworks, ensuring prompt resolution, mandatory documentation, and root-cause prevention.

Data & Measurement Analytics

Conduct deep-dive analysis of patient experience measurement factors (CSAT, sentiment analysis, post-care surveys, digitally integrated feedback) to identify trends, pain points, and opportunities for systemic service enhancements.

Cross-Functional Leadership

Partner closely with clinical, nursing, administrative, and digital health teams to drive a patient-centric organizational culture and implement cross-departmental service improvements.

Team Supervision & Training

Lead, coach, and empower frontline customer care officers, patient relations executives, and concierge staff to uphold modern hospitality standards in a clinical environment.

KEY RESPONSIBILITIES

End-to-End Patient Journey Optimization:

• Touchpoint Mapping: Design and streamline every phase of the patient lifecycle, from pre-appointment scheduling and intake to in-clinic care, billing, and post-discharge follow-ups.

• Friction Reduction: Identify operational bottlenecks, streamline handoffs between clinical and administrative teams, and leverage modern digital tools to eliminate unnecessary waiting times and service gaps.

Metric Tracking & NPS/CSI Strategy:

• Target Achievement: Establish operational benchmarks to ensure the organization meets or exceeds its Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) goals.

• Feedback Loop Integration: Translate real-time patient scores into operational adjustments, keeping frontline teams accountable for service performance.

Statutory & Regulatory Compliance:

• Grievance Resolution: Act as the primary authority for investigating, documenting, and resolving complex patient complaints in strict accordance with the Private Healthcare Facilities and Services Act 1998 (PFA98) guidelines.

• Risk Mitigation & Audit Readiness: Maintain meticulous logs of official grievances, response times, and corrective actions to meet statutory regulatory reporting and internal quality standards.

Measurement Factor Analysis & Insights:

• Data Analytics: Conduct deep-dive root-cause analyses on survey data, sentiment trends, and patient feedback drivers to isolate systemic issues.

• Executive Reporting: Convert analytical findings into clear strategic recommendations for senior leadership to drive evidence-based operational changes.

Team Leadership & Cross-Functional Collaboration:

• Culture & Capability: Lead and upskill frontline patient relations and concierge staff in patient communication, conflict resolution, and hospitality-driven care.

• Inter-Departmental Alignment: Partner with nursing, medical, and administrative department leads to foster a unified, patient-first culture across all operational functions.

3) JOB REQUIREMENT

• Degree in Healthcare Management, Business Administration, Service Management, Hospitality, or related discipline.

• Minimum 5–7 years of progressive leadership experience in customer experience (CX), patient care management, or patient relations, preferably within a healthcare or private hospital setting.

Special skills required:

• Healthcare Regulatory & Governance Expertise - Strong working knowledge of private healthcare regulations, including PFA98, PHA68, grievance-handling requirements and relevant healthcare statutory and governance requirements.

• Patient Experience & CX Analytics - Proficient in analysing NPS, CSI, patient feedback and CX performance data, translating insights and trends into actionable service improvement strategies.

• Patient Journey & Service Improvement - Skilled in patient journey mapping, process improvement, service standardisation and experience design to enhance service quality and patient outcomes.

• Grievance & Service Recovery Management - Strong capability in grievance handling, complaint resolution, conflict management and service recovery, with a focus on restoring patient trust.

• Strategic Problem-Solving & Lateral Thinking - Ability to analyse complex challenges, challenge conventional approaches and develop practical, innovative and patient-centric solutions.

• Stakeholder & Executive Management - Strong ability to engage, influence and collaborate with senior management, clinicians, nursing teams, operations and frontline staff.

• Crisis & Sensitive Communication - Demonstrates empathy, professionalism and composure when managing sensitive patient concerns, escalated grievances and challenging situations.

• People Leadership & Team Development - Strong interpersonal and coaching skills with the ability to motivate teams, build capability and foster a patient-centric service culture.

• Change Management & Implementation - Experienced in driving adoption of new processes, service standards and patient experience initiatives across multidisciplinary teams.

• Benchmarking & Best Practice - Skilled in benchmarking, mystery shopping, best-practice reviews and external service assessments to identify opportunities for service enhancement.

• Performance & Time Management - Strong organisational skills with the ability to prioritise competing demands, manage multiple initiatives and deliver results within agreed timelines.

• Data-Driven & Outcome-Focused - Uses evidence, performance indicators and patient insights to establish priorities, monitor progress and drive measurable improvements.

Personal Attributes:

• Positive & Resilient Leadership.

• Strategic & Innovative Thinking.

• Confident & Influential Communication.

• Patient-Centric Solution Orientation.

• Strategic & Innovative Thinking.

• Empathy & Emotional Intelligence.

• Change Leadership & Stakeholder Influence.