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Medical Advisor, Patient Relations & Complaints Management

Medical Advisor, Patient Relations & Complaints Management

Sunway Medical CentrePetaling Jaya, Selangor, Malaysia
17 jam yang lalu
Penerangan pekerjaan

Medical Advisor, Patient Relations & Complaints

Direct message the job poster from Sunway Medical Centre

  • Serves as the hospital’s central coordinator for all clinical-related complaints and grievances raised by patients and families.
  • Ensures that every case is handled professionally, promptly, and with empathy, while safeguarding clinical integrity and supporting patient trust.
  • As part of the hospital’s Clinical Governance and Patient Safety framework, the incumbent leads investigations of clinical concerns, collaborates with consultants and multidisciplinary teams, and recommends appropriate resolutions.
  • Contributes to quality improvement initiatives derived from complaint analysis and lessons learned.

A. Clinical Complaint Intake & Assessment

  • Receive, acknowledge, and log all clinical complaints through formal and informal channels, including walk-ins, emails, feedback forms, social media escalations, or hotline calls.
  • Conduct initial triage to determine whether the complaint involves potential clinical error, service failure, communication breakdown, or medico-legal implications.
  • Prioritize and assign cases for prompt review, ensuring time-sensitive issues are escalated to relevant department heads or medical leadership.
  • Lead or coordinate detailed reviews of clinical complaints involving consultants, medical officers, nurses, and allied health professionals.
  • Analyze clinical documentation, treatment plans, diagnostic results, and relevant case notes to determine care appropriateness.
  • Convene case discussions with Medical Affairs / attending doctors, department heads, and nursing leaders to obtain clarifications and establish factual timelines.
  • Prepare comprehensive Clinical Complaint Investigation Reports, summarizing findings, recommendations, and follow-up actions.
  • Participate in or facilitate Root Cause Analysis (RCA) for complex or sentinel cases related to patient dissatisfaction or adverse outcomes.
  • Serve as the hospital’s clinical liaison to patients and families regarding complaint outcomes.
  • Communicate investigation findings and resolution plans with clarity, empathy, and professionalism while maintaining medical confidentiality.
  • Participate in resolution meetings or mediation sessions between clinicians and complainants where appropriate. ▪ Collaborate with the Legal Services, Medical Affairs and customer service team for cases with potential litigation or reputational risk.
  • Recommend and coordinate service recovery initiatives (e.g., waivers, refunds, goodwill actions) following established policy and management approval.

    • D. Clinical Governance & Quality Improvement

  • Track and analyze complaint trends to identify systemic gaps in care processes, communication, and patient safety.
  • Present quarterly case reviews and trend analyses to the Clinical Governance, Quality & Risk, or Medical Executive Committees.
  • Work with Quality, Nursing, and Medical Affairs teams to implement corrective and preventive actions.
  • Support the development of clinical communication training modules (e.g., handling difficult conversations, disclosure of adverse events).
  • Contribute to continuous improvement projects aimed at enhancing patient experience and clinical accountability.

    • E. Reporting, Compliance & Documentation

  • Maintain accurate, secure, and confidential documentation of all clinical complaints in accordance with the Private Healthcare Facilities & Services Act (PHFSA) and hospital policy.
  • Prepare monthly and quarterly management reports with performance metrics, key findings, and recommendations.
  • Ensure compliance with Ministry of Health Malaysia requirements, accreditation standards (MSQH, ACHS, and JCI), and hospital governance procedures.

    • Job Requirements

  • Recognized Medical Degree from an accredited University. Postgraduate qualifications or certification in Health Administration, Risk Management, or Quality & Safety are an added advantage.
  • Valid Annual Practicing Certificate (APC) and registered with Malaysian Medical Council (MMC) .
  • Minimum 5 years of relevant clinical experience in healthcare with at least 2 years of working experience in complaint management, patient relations, clinical governance, or medico-legal advisory preferred. Experience in a large tertiary or quaternary private hospital environment will be a strong advantage.

    • Technical Skills

  • Ability to analyze and present data related to quality and safety in healthcare and facilitate actions to address identified issues.
  • Demonstrated experience in the development, implementation and evaluation of policies, protocols and work practices.
  • Strong report writing and presentation skills.
  • Familiarity with JCI / MSQH standards and complaint governance frameworks.

    • Interpersonal Skills

  • Excellent analytical and critical thinking with sound clinical judgment.
  • Skilled in empathetic communication, conflict resolution, and negotiation.
  • Demonstrated ability to work sensitively with consultants, patients, and family members in emotionally charged situations.
  • Strong report writing and presentation skills.
  • High integrity, discretion, and adherence to confidentiality.

    • Benefits Provided

  • Annual contractual bonus (13th month salary), performance bonus and increment.
  • Medical, dental and optical coverage.
  • Career development, rewards and recognition.
  • Open and great working environment and team!

    • Hiring process

  • Average processing is around 2 to 4 weeks.
  • Subsequently, our recruitment team will reach out to shortlisted candidates for interview arrangements.

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Administrative and Management

    • Industries

  • Hospitals and Health Care

    • #J-18808-Ljbffr

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