Head of Patient Service Centre (Ref No., PSC-PSCH-0003-CTG-20260910)

Lead Exceptional Patient Experiences in a World-Class Hospital

We are seeking an experienced and dynamicHead 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.

Key Responsibilities

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.
• We offer a competitive remuneration package.

Human Resources Manager, Matilda International Hospital, 41 Mount Kellett Road, The Peak, Hong Kong.

(All personal data provided by applicants will be treated in strict confidence and used only for recruitment purpose. Only those who are shortlisted will be contacted).