Job description
HMI Managed Healthcare is seeking a Strategic Account Governance Manager non sales to lead service quality across our healthcare operations in Kuala Lumpur. The role centers on patient experience, efficient complaints handling, investigations and root cause analysis to identify and implement actionable improvements.
As part of our governance team, you will partner with clinical and operations leaders to establish policy frameworks, KPIs and escalation processes that ensure compliance and continuous improvement across the organization. This is a high impact, non sales leadership role suited for a results driven professional who can translate data into practical improvements and tangible outcomes for patients and partners.
We offer a collaborative work environment, competitive compensation and opportunities for professional growth within Malaysia healthcare services. If you are passionate about quality, safety and servant leadership, we want to hear from you.
Responsibility
- Oversee service quality governance across healthcare operations to elevate patient outcomes and experience.
- Own complaints management, investigations, and formal root cause analysis to identify actionable improvements.
- Design and implement continuous improvement initiatives that reduce risk, streamline processes, and drive measurable KPIs.
- Partner with clinical, operations, and quality teams to establish governance standards, policies, and escalation paths.
- Develop and monitor quality metrics, dashboards, and audit programs to ensure compliance with regulatory requirements.
- Lead cross functional projects from scoping through execution, including status reporting to senior leadership.
- Engage with external partners and internal stakeholders to advocate best practices in patient safety and service excellence.
Qualification
- Degree in healthcare administration, quality management, business or a related field; professional certifications in quality or risk management preferred.
- Minimum 5 years of experience in healthcare service quality, governance or patient safety, with a track record of driving improvements.
- Strong analytical skills with experience in data driven decision making and RCA methodologies.
- Proven ability to manage complaints and investigations with discretion and integrity.
- Excellent communication, stakeholder management and change management capabilities.
- Knowledge of regulatory requirements and compliance in healthcare settings in Malaysia; familiarity with MOH guidelines is a plus.