Officer, Patient Liaison

Thomson Hospital Kota Damansara is seeking a dedicated and service-oriented Patient Liaison Officer to enhance patient experience and manage patient grievances with professionalism, empathy, and efficiency. This role plays a critical part in maintaining service excellence and strengthening trust between patients, families, and hospital stakeholders.

Key Responsibilities

Manage and resolve patient grievances and service-related complaints in a timely manner, in accordance with the hospital’s Grievance Mechanism

Support the Head of Department (HOD) in investigating incidents and preparing appropriate responses to complaints

Conduct regular courtesy visits to patients in wards and outpatient clinics to gather feedback, compliments, and concerns

Liaise with hospital staff, management teams, and medical practitioners to facilitate effective grievance resolution

Perform root cause analysis and other evaluative methods to identify underlying issues and recommend service improvements

Develop and maintain reporting systems to track, analyze, and monitor patient grievances and complaints

Participate in committees and subcommittees related to patient experience, grievance handling, and customer care initiatives

Communicate and disseminate information regarding grievance procedures to staff through briefings, committees, and orientation programs

Undertake additional duties as assigned by the Head of Department

Job Requirements

Diploma in Hospitality Management or other relevant disciplines

Minimum 1 year of experience in face-to-face customer service and grievance management

Excellent interpersonal, communication, and customer engagement skills

Strong negotiation, problem-solving, and conflict resolution abilities

Professional demeanor with empathy, discretion, and attention to detail