You lead and manage a team responsible for enhancing patient experience through systematic feedback collection, service quality improvement initiatives and proactive patient engagement strategies. This role ensures that the hospital delivers compassionate, responsive and high quality care aligned with its mission and values.
- Manage and develop a high performing team of feedback management and engaging staff
- Oversee collection, analysis and reporting of patient feedback
- Lead in the application and enhancement of technology/AI to support data management and intelligence
- Ensure collation, analysis and reporting of feedback data to management
- Develop and implement feedback loops to ensure actionable insights to drive service improvements
- Ensure timely resolution of patient complaints in collaboration with clinical and non-clinical departments
- Supervise and/or manage complex cases in consultation with management
- Design and implement patient engagement programmes
- Champion initiatives that promote patient-centered care
- Facilitate staff training on communication and service recovery
- Work closely with internal stakeholders for enhanced patient communication and experience
- Identify areas/ touchpoints for improvement in service quality
- Guide and support service improvement projects
Requirements:
- Minimum Bachelor Degree in Hospitality Studies, Social Science or equivalent
- At least 6 years of relevant experience in the service industry with 3 years in a supervisory position
- Relevant experience in healthcare would be an advantage
- A team player with strong communication and interpersonal skills
- Strategic thinking, resourceful and analytical
- Patient centric, resilient and adaptable
