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Patient Relations Manager

2 months ago

Singapore ST ANDREW'S MISSION HOSPITAL Full time
Job Summary

We are seeking a highly skilled and compassionate Patient Relations Manager to join our team at St Andrew's Mission Hospital. The successful candidate will be responsible for planning, developing, and implementing strategies to enhance the patient experience and improve relations with caregivers.

Key Responsibilities
  • Patients Relations Engagements
    • Establish contact with patients and their families at the point of referral or upon admission to the wards.
    • Be the point person of the hospital for patients and their families.
    • Implement workflows to ensure a positive experience at every touch point with patients and their families.
    • Identify caregiver stress and offer counsel/suggestions to solve the problem or handle the situation.
    • Advise and support the Head of Department and staff on the appropriate approach and action to be taken in crisis situations.
    • Supervise, train, and mentor the team of Ward Ambassadors who are part of the Patients Relations Team.
    • Review and assist in handling feedback and complaints received through the Patients Feedback Form with appropriate responses.
  • Patient Experience Programmes
    • Work with Corporate Communications, Pastoral Care Services, and Nursing in organizing patients' engagement events.
    • Develop programmes and events to promote patients' engagement and improve patient experience.
  • Family/Caregivers Engagement
    • Proactively identify caregiver stress and engage caregivers in conversations for the purpose of offering empathy and support, solutions, and resources.
    • Collaborate with external agencies like Caregivers Alliance in supporting caregivers and post-discharge follow-up.
    • Participate in ward processes relevant to patients' relations and experience.
    Secondary Responsibilities
    • Provide training in dementia care to staff and caregivers.
    • Carry out duties and responsibilities that may be assigned from time to time.
    Requirements
    • Diploma/Degree or training in public relations, communications, and counselling.
    • Preferably has relevant working experience in hospitality or public relations or caregiver support and counselling.
    • Minimum 5 years relevant experience in a managerial role.
    • Is independent, dependable, self-motivated, creative, warm, outgoing, and has good interpersonal relationship skills.
    • Is strong in public relations and client experience or in areas of support and counselling.
    • Has good organisational ability, is resourceful, and is able to carry out positive communications and rapport building to enhance patients' experience of the hospital services.
    • Is mature in disposition, to be able to cope with changes and demanding situations.
    • Is able to discern sensitive issues and offer reasonable guidance/suggestions to solve the problem or handle the situation.
    • Is resilient, calm, and exercises sound judgement to overcome crisis situations and prevent/minimise any negative impact on the organisation's image and staff morale.