Strategic Patient Experience Leader

7 days ago


Singapore SINGAPORE HEALTH SERVICES PTE LTD Full time
About This Role

We are seeking a highly skilled Strategic Patient Experience Leader to join our team at SINGAPORE HEALTH SERVICES PTE LTD.

Job Summary

This is an exceptional opportunity for a seasoned professional to lead the establishment of a patient-centred experience across our cluster, shaping the philosophy, policies, and practices that drive harmonisation and alignment for a consistently excellent SingHealth patient experience.

About the Team

You will be a key member of our Cluster Office of Patient Experience (OPE) meetings and a lead or co-lead of one of our Communications Domain Shared Service Workstreams. You will oversee patient feedback at the cluster level, ensure the effective day-to-day running of the SingHealth Quality Service Manager's office, and lead the team to serve as the designated listening post for the 'voice of our patients'.

Your Key Responsibilities
  • To support the Director, Group Office of Patient Experience in leading the team to establish a patient-centred experience where patients and caregivers are engaged as our partners-in-care.
  • To shape the patient experience philosophy, policies, and practices across the cluster to achieve harmonisation and alignment for a consistently excellent SingHealth patient experience.
  • To 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).
  • To be a key member of the Cluster OPE meetings and a lead or co-lead of one of the Communications Domain Shared Service Workstreams.
  • To oversee patient feedback at the cluster level, ensure the effective day-to-day running of the SingHealth Quality Service Manager's office, and lead the team to serve as the designated listening post for the 'voice of our patients'.
  • To 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.
Your Requirements
  • A Bachelor's Degree with at least 12 years of relevant experience and at least 5 years in a leadership role.
  • Prior experience in healthcare would be advantageous.
  • Strong leadership and communication skills, and stakeholder management in a complex and dynamic 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.

Salary: SGD 15,000 - 20,000 per month



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