Deskripsi Pekerjaan
Join our patient-centered team at Penang Adventist Hospital as an Assistant Manager (Customer Relations) and drive exceptional service excellence in a dynamic healthcare environment. In this pivotal role, you'll lead customer service initiatives, resolve complex patient inquiries, and mentor frontline staff to exceed service standards. Collaborate with cross-departmental teams to develop innovative solutions that enhance patient satisfaction while maintaining compliance with healthcare regulations. Your leadership will directly impact our hospital's reputation by transforming challenging interactions into positive experiences through empathetic communication and data-driven decision-making. If you're passionate about healthcare service innovation and possess strong problem-solving skills, this position offers a rewarding opportunity to advance your career in Penang's leading medical institution.
Tanggung Jawab
- Lead and coach customer service teams in handling complex patient inquiries and complaints
- Develop strategies for de-escalating difficult situations while maintaining service quality
- Analyze customer feedback trends to implement service improvements
- Coordinate with clinical and administrative departments to resolve patient concerns
- Train staff on communication techniques and hospital protocols
- Monitor service metrics and prepare performance reports
- Ensure adherence to healthcare privacy standards and regulatory requirements
Kualifikasi
- Bachelor's degree in Healthcare Management, Business Administration, or related field
- Minimum 3 years of customer service experience with supervisory exposure
- Strong conflict resolution and decision-making abilities
- Excellent verbal and written communication skills in English and Malay
- Proficiency in CRM systems and Microsoft Office Suite
- Certification in Healthcare Customer Service preferred
- Experience in healthcare or hospital environment highly regarded