Key Feature of The Role: The Patient Experience Manager at MHTC is responsible for elevating the healthcare journey of international patients in Malaysian private hospitals. This role focuses on:
Identifying current needs, cultural preference and sensitivities of international health travellers seeking treatment in MalaysiaCollaborate with MHTC member hospitals in crafting and executing cultural immersion strategy and programs at hospital This role will involve collaborating with various external and internal stakeholders' to develop strategies that improve patient satisfaction, addressing patient feedback, and implementing initiatives that promote a positive healthcare environment.
Role Description: Serve as the primary point of contact for private hospitals in Malaysia to address the scope of in-hospital experienceConducting comprehensive assessments of current hospital practices and identifying areas for cultural integration improvementRecommend tailored cultural immersion strategies for different nationalities for hospitals based on their needs, ability to adapt and transform practices.Collaborating and guiding hospital teams to implement and maintain these programs, ensuring seamless integration with existing workflows.Analysing patient feedback and experience metrics to continuously advice hospitals to refine and improve cultural immersion initiatives. Conceptualizing training programs for hospital staffs to enhance cultural competence and sensitivity. Crafting compelling narratives and marketing materials to showcase the cultural immersion initiatives to potential health tourists. Staying updated on global healthcare trends and cultural practices to ensure our offerings remain relevant and competitive.Liaising with external stakeholders for example JKKN and translators Any other duties as assigned. Requirement: Bachelor's Degree/Post Graduate Diploma/Professional Degree in any healthcare field, international relations, communications, or a related field preferred.Minimum 3 years of experiences working with communication within healthcare, patient experience, patient relations, customer service, or a healthcare setting is highly desirable.Strong communication and interpersonal skills, with the ability to connect with diverse patient populations.Demonstrated understanding of diverse cultural practices and sensitivities. Strong analytical skills with the ability to translate data into actionable insights. Excellent communication skills, both written and verbal, with the ability to craft persuasive narratives. Experience in project management and stakeholder engagement (highly desirable)Ability to think creatively and innovatively to solve complex cultural integration challenges.Experience in change management and ability to influence cross-functional teams.Fluent in English, Malay and any additional languages is an advantage