Officer, Patient Liaison

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia THOMSON HOSPITAL KOTA DAMANSARA Full time

Key Responsibilities: -

  • To resolve grievances in a timely manner and in accordance to Grievance Mechanism.
  • To improve the service delivery to all patients and visitors of the hospital.
  • To assist HOD the investigation and response to incidences of grievances and service related complaints.
  • To pay courtesy visit to patients in the Wards/Outpatient Clinics regularly to touch base and to gather compliments / feedbacks / complaints from the patients.
  • To investigate and liaise with the respective hospital employees, management team and medical practitioners in resolving the grievance.
  • To utilise his written, communication and interpersonal skills in handling and resolving patient related complaints or grievances.
  • To perform the necessary analysis such as root cause analysis to evaluate and analyse the cause of the grievance.
  • To generate a reporting mechanism to track, analyse and monitor grievances and/or complaints.
  • To participate in all committees and subcommittees related to patient grievances and good customer care.
  • To brief and disseminate information related to the grievance process mechanism to all staff, committees and subcommittees, and orientation programme.

Job Requirements: -

  • Must have at least 3 years working experience in handling customers (in a service environment).
  • Excellent interpersonal skills & communication skills – written, verbal.
  • Strong negotiation and conflict resolution skills.

Job Type: Permanent

Pay: From RM2,500.00 per month

Work Location: In person

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