Job Summary
The Patient Relations Executive plays a key role in enhancing patient and family experience in the community hospital by managing feedback (complaints,
compliments, and suggestions, etc), and service recovery. The role serves as a liaison between patients, families, clinical teams, and hospital departments to ensure timely resolution of concerns, clear communication, and continuous improvement in service quality.
Key Responsibilities
Patient Feedback Management
- Receive, assess, and manage patient and family feedback (complaints, compliments, suggestions, etc) through various channels (e.g. emails, online surveys, calls, walk-ins, etc).
- Conduct timely follow-ups with patients and families to acknowledge concerns, clarify issues, and provide updates.
- Coordinate investigations with clinical and non-clinical departments to ensure accurate fact-finding and appropriate responses.
- Draft clear, empathetic, and professional written and verbal responses in accordance with institutional policies and service standards.
- Support service recovery efforts to address patient concerns and restore trust.
- Coordinate and facilitate family conferences between the relevant department(s) in-charge and patients/families, including minute-taking for internal circulation and providing a formal closure response to the patients/families.
Stakeholder Coordination & Communication
- Act as a neutral liaison between patients/families and hospital department(s) to facilitate understanding and resolution of issues.
- Engage doctors, nurses, allied health, and support services to ensure coordinated and patient-centred responses.
- Escalate complex or high-risk cases to management appropriately and in a timely manner.
Reporting & Quality Improvement
- Maintain accurate documentation and logs of feedback, complaints, and outcomes.
- Analyze trends, recurring issues, and service gaps, and prepare reports for management review.
- Provide insights and recommendations to support service improvement initiatives and patient experience strategies.
Patient Advocacy & Service Excellence
- Advocate for patients perspectives while balancing organizational policies and clinical considerations.
- Promote service excellence, empathy, and professionalism in patient interactions.
- Support hospital initiatives related to patient experience, accreditation, and service quality.
Compliance& Governance
- Ensure compliance with response timelines, documentation standards, and institutional or regulatory requirements.
- Maintain confidentiality and professionalism in handling sensitive patient information.
Job Requirements
Education:
Bachelor's Degree in:
- Healthcare Management
- Business Administration
- Communications/ Public Relations
- Social Work, Psychology, or related disciplines
Experience:
Minimum 1-3 years of relevant experience in:
- Patient relations / patient experience
- Customer service or service recovery roles
- Healthcare, social service, or public sector environments
Skills & Competencies:
- Strong verbal and communication skills.
- Ability to communicate with empathy, professionalism, and sensitivity in emotionally charged situations.
- Good interpersonal skills with ability to work collaboratively across multidisciplinary teams.
- Strong organizational, documentation, and follow-upskills.
- Ability to analyze issues, exercise sound judgement, and recommend appropriate actions.
- Excellent written skills for professional correspondence and reports.
- Proficient in Microsoft Office.
- Empathetic, patient-focused, and service-oriented.
- Team-oriented with the ability to work independently.
