Senior Executive (Service Leadership & Patient Relations)

What You'll Do:

Patient Relations:

• Manage NHGP Feedback channels including, email, feedback hotline, feedback form and letters.

• Summarise and record patient feedback received via NHGP Feedback channels into Feedback Management System (FMS).

• Initiate and coordinate investigation with relevant clinics/department.

• Monitor and follow-up outstanding feedback issues, ensuring proper closure and reply are provided to feedback providers within the stipulated response time.

• Draft formal replies, when necessary.

• Escalate complex feedback for discussion with Reporting Officer.

• Analyse statistic data and prepare Monthly Feedback Reports for Senior Management and other ad-hoc reports, as needed.

Service Leadership:

• Plan, co-ordinate, implement and ensure smooth running of service standards and monitor customer satisfaction via patient focus groups, mystery audits, patient satisfaction survey etc.

• Work closely with iCARE network and Ops colleagues in planning, organizing and implementing service quality related campaigns and initiatives to create awareness and inculcate a culture of service excellence among staff.

• Monitor, coordinate, communicate and implement rewards and recognition programs and events, like regular service celebrations and annual Quality Day, to cultivate role models and motivate staff to provide quality service through various awards and incentives.

• Identify and review service gaps based on the feedback received and propose service initiatives and training programme for continuous improvements.

• Work closely with clinics to support their service quality drive.

• Provide secretariat support to the various Quality Council, Service Quality Steering Committee and other related committees and workgroups

Others:

• Represent Quality Service Manager for internal or external meetings.

• Take minutes of meetings, as assigned.

• Perform any other duties that may be assigned from time to time by supervisor.

• To lead a project team independently

• Perform vetting of editorial materials such as iCARE Stories!, Service Catch! and other newsletters as assigned

What You'll Need:

• Bachelor Degree
• Possess at least 2 years of experience in the Service/Hospitality
• Working experience in healthcare setting is desired but not a requirement
• Prior working experience in a Quality Service Manager office/ Contact Centre setting will be advantageous
• Experience in using CRM system (e.g. M365)
• Excellent interpersonal skills (oral and written)
• Possess strong analytical and critical thinking skills to resolve complex patient feedback
• Proficient in applications such as MS Word, PowerPoint and design software (e.g. Canva)
• Advanced proficiency in Excel for statistical functions and data analysis purposes, this includes but is not limited to: - Competent in using complex formulae, pivot tables, VLOOKUP, Power BI.
• Ability to handle large datasets, create dynamic dashboards and visualisation.
• Ability to multi-task, work independently and as a team player
• Possess good time and project management skills, meticulous and well-organised