Executive / Snr Exec, Patient Experience Office

2 months ago


Singapore ALEXANDRA HEALTH PTE. LTD. Full time
Roles & Responsibilities

Responsible for managing and collaborating with healthcare team members for an overall positive patient experience. This includes working with various hospital departments to address patient feedback and implementing service improvement initiatives.


MAJOR DUTIES AND RESPONSIBILITIES


(A) SPECIFIC

1. Identify, plan, design and implement patient experience improvement strategies.

2. Ensure effective and efficient customer feedback management in alignment with the hospital’s strategic plans.

3. Develop and monitor key performance indicators to ensure that feedback is addressed in a timely and appropriate manner.

4. Assist in supervising team members to manage patient experience and service recovery.

5. Identify service discrepancy and work on process improvement.

6. Provide management reports documenting feedback, improvement strategies, implemented initiatives and department progress and plans.

7. Provide written replies to feedback.

8. Undertake service improvement projects and coordinate events such as “LOVE”.

9. Coordinate, organise and follow up on monthly Patient Focus Group (PFG) discussions, and provide and present monthly PFG report.

10. Work closely with the clinical teams and other support departments to improve service workflows and patient services.


(B) GENERAL

1. Be a leader in embracing change.

2. Align the department's goals with the business goals of the hospital.

3. Support staff development activities.

4. Support all corporate activities.

5. Foster continuous improvement as our way of life by encouraging staff efforts at improving processes to achieve clinical quality and operational excellence.


JOB REQUIREMENTS

(A) EDUCATION, TRAINING AND EXPERIENCE

  • Basic Degree
  • Minimum 2 years of work experience, preferably in service-related positions.
  • Be comfortable in approaching and managing difficult customers.
  • Possess positive attitude, initiative and keenness to learn.
  • Possess good interpersonal and communication skills.
  • Must be a good team player and be willing to be on call to attend to emergencies after office hours.
  • Be competent in professional writing.

(B) SPECIALISED TRAINING

  • Proficient in Microsoft Words, Excel and Powerpoint
  • Knowledge of statistics

Tell employers what skills you have

Operational Excellence
Customer Experience
Quality Management
Process Improvement
Healthcare
Root Cause Analysis
Service Recovery
PowerPoint
Time Management
Statistics
Team Player
Staff Development
Service Delivery
Calibration
Call Center
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