Senior/ Manager, Group Office of Patient Experience
3 weeks ago
You will support the Director and Deputy Director, Group Office of Patient Experience (OPE) to lead the team to establish a compassionate care culture in SingHealth where patients and caregivers are engaged as our partners-in-care. Your responsibilities include shaping the SingHealth Care Culture and Framework which informs policies, practices and expected behaviours across the cluster to achieve alignment for a consistently excellent SingHealth patient experience.
You will partner with various SingHealth institutions, healthcare organisations, Intermediate and Long-Term Care sectors, and healthcare agencies to recognise individuals and teams for service excellence through the annual Singapore Health Quality Service Awards (SHQSA), and to honour patients and caregivers who demonstrate exemplary partnerships with healthcare teams through the annual Singapore Health Inspirational Patients and Caregivers Awards (IPCA).
You will be a key member of the Cluster OPE meetings and Patient Experience Community. You will also oversee patient feedback at the cluster level, ensure the effective day-to-day running of the SingHealth Quality Service Manager's (QSM) office, and lead the team to serve as the designated listening post for the "voice of our patients".
Additionally, you will play a key role and lead the cluster's coordinated efforts to address common challenges, which include but are not limited to harmonising feedback management tools, analysing data for benchmarking and performance monitoring, entrenching mediation as an alternative to healthcare dispute resolution, and planning and designing training programmes for SingHealth staff.
Job requirements:
- Bachelor's Degree with at least 8 years of relevant experience in service culture and customer service /patient care role
- Prior experience in healthcare would be an advantage
- Strong leadership and communication skills, and stakeholder management in a fast paced and progressive environment
- Excellent planning, organisational, analytical, and decision-making abilities
- Excellent command of both spoken and written English and a second language with strong communication skills
- Strong interpersonal skills
Leadership
Written English
Interpersonal Skills
Healthcare
Mediation
Dispute Resolution
Communication Skills
Benchmarking
Service Excellence
Stakeholder Management
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