Head of Patient Service Centre

Job Description

Lead Exceptional Patient Experiences in a World-Class Hospital

We are seeking an experienced and dynamic Head of Patient Service Centre (PSC) to lead our patient-facing services and champion service excellence across the hospital. This is a key role responsible for ensuring an outstanding experience for patients, families, visitors, and medical practitioners while driving operational efficiency and person-centred service innovation.

Patient Experience & Service Excellence

• Lead the delivery of exceptional patient experiences across registration, admission, discharge, and customer service touchpoints.
• Foster a high-performing, collaborative, and person-focused culture.
• Partner closely with clinical and non-clinical departments to enhance the patient journey and support hospital-wide initiatives.
• Develop and implement service standards aligned with the hospital's mission, values, strategic objectives and quality programmes.
• Drive patient satisfaction initiatives, including patient feedback collection, service recovery, and continuous improvement programmes.
• Conduct hospital tours and represent the hospital to doctors, corporate groups, and other stakeholders when required.

Operational Management

• Develop service blueprints and lead the implementation of new patient service initiatives.
• Oversee day-to-day operations to ensure smooth, efficient, and high-quality service delivery.
• Monitor workflows and identify opportunities to improve productivity, communication, and patient flow.
• Support the development and implementation of new healthcare packages and service offerings.
• Develop departmental objectives, KPIs, and performance monitoring systems.
• Prepare reports, budgets, and strategic plans.
• Lead talent development, performance management, succession planning, and staff engagement initiatives.

Requirements

• Minimum 5 years of management experience in healthcare, hospitality, customer experience, patient services, or a related service industry.
• Proven track record in leading customer-facing teams and driving service excellence.
• Understanding of healthcare operations, patient experience, quality, and compliance frameworks.
• Exceptional leadership, communication, stakeholder management, and problem-solving skills.
• Demonstrated ability to lead change, improve operational performance, and implement innovative solutions.

What We Offer

• The opportunity to make a meaningful impact on patient care and service excellence.
• A collaborative and supportive working environment.
• Competitive remuneration and comprehensive benefits package.