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Service Quality Associate

2 months ago

Singapore VANGUARD HEALTHCARE PTE. LTD. Full time
About the Role

Vanguard Healthcare Pte. Ltd. is seeking a highly skilled and dedicated individual to join our team as a Service Quality Associate. This role is responsible for ensuring the highest standards of care and service delivery to our residents.

Key Responsibilities
  • Client Care Management
    • Act as the primary point of contact to interact and gather feedback from residents and their families to understand their needs and preferences.
    • Work towards resolving issues and ensuring a positive outcome for all parties involved.
    • Collaborate with internal partners within the care home to ensure a cohesive and collaborative approach to resident care and service delivery.
    • Identify and share areas of improvement and provide recommendations.
  • Training and Activity Management
    • Coordinate and deliver in-service talks to residents and staff.
    • Encourage residents to participate in activities and events for their health and well-being.
  • Service Quality
    • Monitor and evaluate the quality of care provided to residents by conducting regular assessments, audits, and surveys.
    • Identify areas for improvement and recommend strategies to enhance the quality of services.
    • Implement initiatives to enhance resident satisfaction and improve the overall resident experience.
    • Prepare reports for management and regulatory agencies as required.
    • Ensure that the care home complies with all relevant regulations, policies, and procedures. Stay abreast with industry standards and best practices to maintain compliance.
    • Escalate to HOD or Senior Management Team (SMT) for feedback that warrants immediate attention or has implications for public forum or media.
    • Track all visits, feedback, recommendations, and reports at the Vanguard Rehab and Clinical Meeting (VRCM) platform or any other platforms when necessary or required.
  • Administration
    • Maintain accurate records of quality assurance activities, resident feedback, and compliance measures.
Requirements
  • Diploma / GCE 'A' level / GCE 'O' level / GCE 'N' level in a relevant discipline
  • Possess at least 1-2 years working experience in Service Quality function or quality improvement programs in healthcare or similar setup
  • Those with experience in Nursing Homes and/or long-Term Care Facility would be preferred
  • Ability to interact in at least 2 of the languages/dialects such as Malay, Mandarin, or Tamil to communicate with clients and families
  • Effective interpersonal, engagement, and follow-up skills
  • Detail-oriented
  • Passion for quality and ageing issues
  • Good written and verbal communication skills