Patient Experience/Service Recovery Executive (East Hospital) #HRY

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

  
  Interested applicants, please email your updated CV to [Confidential Information] or WA 97527630 for more information.

  We regret to inform that only shortlisted candidates will be contacted.

  EA Personnel No: R23116144

  EA Personnel Name: Lim Ruo Yi, Rachel

  Company EA license No.: Recruit Express Pte Ltd (99C4599)