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.<\/p>\n
Key Responsibilities<\/p>\n
Manage and resolve patient grievances and service-related complaints in a timely manner, in accordance with the hospital\u2019s Grievance Mechanism<\/p>\n
Support the Head of Department (HOD) in investigating incidents and preparing appropriate responses to complaints<\/p>\n
Conduct regular courtesy visits to patients in wards and outpatient clinics to gather feedback, compliments, and concerns<\/p>\n
Liaise with hospital staff, management teams, and medical practitioners to facilitate effective grievance resolution<\/p>\n
Perform root cause analysis and other evaluative methods to identify underlying issues and recommend service improvements<\/p>\n
Develop and maintain reporting systems to track, analyze, and monitor patient grievances and complaints<\/p>\n
Participate in committees and subcommittees related to patient experience, grievance handling, and customer care initiatives<\/p>\n
Communicate and disseminate information regarding grievance procedures to staff through briefings, committees, and orientation programs<\/p>\n
Undertake additional duties as assigned by the Head of Department<\/p>\n
Job Requirements<\/p>\n
Diploma in Hospitality Management or other relevant disciplines<\/p>\n
Minimum 1 year of experience in face-to-face customer service and grievance management<\/p>\n
Excellent interpersonal, communication, and customer engagement skills<\/p>\n
Strong negotiation, problem-solving, and conflict resolution abilities<\/p>\n
Professional demeanor with empathy, discretion, and attention to detail<\/p>\n","protected":false},"author":5092,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","job_listing_type":[66],"job_listing_category":[],"job_listing_location":[398],"job_listing_tag":[],"job_listing_employer_type":[],"job_listing_specialization":[172],"class_list":["post-29508","job_listing","type-job_listing","status-publish","hentry","job_listing_type-full-time","job_listing_location-selangor","job_listing_specialization-nursing"],"yoast_head":"\n