EXECUTIVE - OFFICE OF PATIENT EXPERIENCE

0-2 years
3500 - 5000 SGD monthly
9 days ago
Job Description

We are looking for a committed, passionate and forward-looking individual to be part of a dynamic team that focusses on patient feedback management and works closely with domain leads on conflict resolution, service recovery and anti-abuse measures thereby elevating the overall experience of our patients and their caregivers in a mutually safe and respectful environment.

RESPONSIBILITIES

Reporting to the Team Lead, the successful candidate shall:

  • Provide timely and effective response to feedback, enquiries and suggestions received from patients/next-of-kins across all patient feedback channels including emails, face-to-face, hotline and online surveys
  • Work with domain leads on conflict resolution and service recovery of escalated feedback, including investigation of complaints, putting up incident reports and facilitating family conferences
  • Assist to collate, analyse and translate feedback data into actionable insights that drive service improvements through publications such as the service experience dashboard GIFT, intranet and posters
  • Communicate and provide timely data/reports to key stakeholders
  • Collaborate with relevant domains to identify service trends and review policies/procedures/workflows for continual improvement of service standards
  • Assist in the UAT, enhancements and maintenance of patient feedback database and other survey management system
  • Assist to organise engagement/training sessions with domain leads to enhance staff's service competencies
  • Represent department in Centre/Cluster committees and participate in quality improvement projects
  • Assist to coordinate/organise centre and cluster-wide service initiatives such as the annual Singapore Health Quality Service Awards
  • Monitor and coordinate with internal and external stakeholders (such as MOH) on service KPIs
  • Assist with coaching and supervision of team members
  • Perform any other duties as and when assigned

REQUIREMENTS

  • Degree with at least 1 year of relevant experience, preferably in healthcare or service-oriented industry fresh graduates are welcome to apply
  • Self-driven, strong team orientation and customer-centric mindse
  • Positive and proactive with high sense of professionalism and integrity
  • Keen learner with strong analytical, project management, interpersonal, communication (verbal and written) and problem solving skills
  • Able to multi-task and work in a collaborative manner with diverse range of stakeholders in a fast-paced environment
  • Result-oriented with capability to lead and motivate team members to work effectively and innovatively
  • Strong Microsoft Excel and PowerPoint skills
  • Knowledge and experience with coding, digital technology, data analytics software such as Tableau will be added advantage

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