Deskripsi Pekerjaan
Join Gleneagles Hospital Johor as a Service Excellence Officer and become the cornerstone of our patient-centered care philosophy. In this dynamic role, you'll orchestrate transformative improvements in patient experience by analyzing feedback, identifying service gaps, and implementing evidence-based solutions. You'll collaborate cross-functionally with clinical and administrative teams to elevate service standards, resolve complex patient concerns with empathy, and drive continuous quality initiatives. This position offers the unique opportunity to shape our healthcare delivery ecosystem while developing leadership skills in a world-class medical environment.
As a champion of service innovation, you'll design patient journey mapping, conduct service audits, and develop staff training programs that reinforce our commitment to compassionate care. Your insights will directly influence hospital policies and operational procedures, ensuring every patient interaction reflects excellence. If you're passionate about making tangible impacts in healthcare service quality and thrive in environments where your ideas drive meaningful change, this role is your platform to transform patient experiences.
Tanggung Jawab
- Monitor and analyze patient feedback through surveys, reviews, and direct interactions to identify service improvement opportunities
- Develop and implement service enhancement strategies aligned with hospital quality standards and patient expectations
- Collaborate with department heads to resolve service issues and implement sustainable solutions
- Conduct regular service audits and prepare comprehensive reports for leadership review
- Design and deliver staff training programs on service excellence principles and patient communication
- Establish KPIs for service quality and track performance metrics across hospital departments
- Act as primary liaison between patients and hospital administration to ensure prompt resolution of concerns
Kualifikasi
- Bachelor's degree in Healthcare Management, Business Administration, or related field
- Minimum 3 years of experience in customer service or healthcare quality improvement
- Proven track record in implementing service enhancement initiatives in healthcare settings
- Advanced proficiency in feedback analysis tools and data visualization platforms
- Strong leadership abilities with cross-functional collaboration experience
- Certification in Six Sigma, Lean Management, or Service Excellence (e.g., COPC) preferred
- Excellent communication skills with ability to train and influence diverse stakeholders