About this role
GENERAL DESCRIPTION
• The Head of Services, CCX, provides strategic and operational leadership to ensure that all patients, families, and visitors experience high-quality, compassionate, and seamless care. This role oversees the CCX team, drives service improvement initiatives, and ensures alignment with the hospital’s values of Caring, Professional, and Personalized service.
JOB DESCRIPTION 1.Strategic Leadership
• · Develop and implement the hospital’s Customer Care & Experience strategy. • · Lead CCX policies, SOPs, and service standards across departments. • · Set annual service excellence targets and monitor progress. 2. Service Excellence & Patient Experience
• · Ensure a “Patient First” culture is embedded in daily operations. • · Oversee complaint management, service recovery, and patient feedback systems. • · Monitor patient satisfaction scores and drive initiatives for continuous improvement. • · Champion hospital-wide programs to improve service delivery. 3. Operational Oversight
• · Lead the CCX team (Executives, Supervisors, Envoys, Telephone Operators, Front Desk). • · Ensure smooth functioning of customer-facing services: reception, call center, admission, concierge, and information counters. • · Coordinate cross-departmental collaboration to optimize patient journey. 4. Staff Development & Engagement
• · Mentor, coach, and evaluate CCX staff performance. • · Oversee training programs in customer service, communication, and complaint handling. • · Foster a positive, motivated, and service-driven workforce. 5. Feedback, Reporting & Continuous Improvement
• · Analyze patient feedback, complaints, and compliments to identify trends. • · Provide management with reports and recommendations for service improvements. • · Implement innovative practices to enhance patient comfort and satisfaction. 6. Governance & Compliance
• · Ensure adherence to hospital accreditation standards (MSQH, JCI, etc.) related to patient care and customer service. • · Maintain compliance with data confidentiality, patient safety, and service quality standards. • · Manage budgets, resources, and departmental KPIs effectively. OSH Act & Regulations 1994 • · Responsible and accountable to carry out duties as employee stipulated in OSH Act & Regulations 1994 • · To take responsibility to carry at work for the safety of yourself and other persons • · To cooperate with your employer or any other person in the discharge of any duty • · To wear or use any protective equipment or clothing provided by the employer • · To comply with any instruction or measure on occupational safety and health. 7. Baby Friendly Concept
• · Responsible and accountable to adhere to the steps of successful breastfeeding as requirement Patient Safety Goal • · Ensure compliance of Patient Safety Goals as safety improvement measures as recommended by World Alliance for Patient Safety • · Ensure the policies on Patient and Family’s Rights are addressed at all times. Integrated Management System • · Participates actively and encourages compliance to all policies and Procedures of ISO 9001:2015, ISO 14001, OHSAS 18001, ISO 14001:2015, Malaysian Hospital Accreditation Standards and PSG. PDPA Act 2010 • · To review and adopt internal personal data protection policies and practices to comply with the PDPA Act 2010. Participate actively in any other new service that is introduced • · Ensure produce better result and Continual Improvement in delivering service to customers. To perform other duties as and when required by the management • · Produce outcome within the expectation of the shareholder and customers.
JOB REQUIREMENTS Education:
• · Degree in Healthcare Management, Hospitality, Business, or related field. • · Postgraduate qualification (MBA, MHA, or equivalent) is an advantage. • · Minimum 8–10 years of experience in customer service/healthcare management, with at least 5 years in leadership. • · Experience in hospital or hospitality industry preferred.
Knowledge and Experiences: MINIMUM PREFERRED
• 5 year working experience 10 years of experience in customer service. • Good interpersonal, communication skill and fluent in both spoken and written English Working with less supervision, Nature, independent with a strong sense of self-initiative and motivation IT literate IT literate with knowledge of Microsoft Windows, Canva, AI Skills & Competencies: Special skills required § Strong leadership and people management skills. • Excellent communication, negotiation, and conflict resolution skills. • Strategic thinking with ability to translate vision into action. • Analytical ability to interpret feedback and implement improvements. • Strong organizational and multitasking ability. • Proficiency in MS Office and hospital management systems.
Personal attributes:
• Inspirational and motivational leader. • Empathetic and approachable with strong emotional intelligence. • Professional, ethical, and trustworthy. • Proactive, decisive, and resilient under pressure. • Passionate about patient-centered care and service excellence.