
Manager/ Assistant Manager, Service Quality
7 days ago
- Manage and develop a high performing team of feedback management and engaging staff
- Oversee collection, analysis and reporting of patient feedback
- Lead in the application and enhancement of technology/AI to support data management and intelligence
- Ensure collation, analysis and reporting of feedback data to management
- Develop and implement feedback loops to ensure actionable insights to drive service improvements
- Ensure timely resolution of patient complaints in collaboration with clinical and non-clinical departments
- Supervise and/or manage complex cases in consultation with management
- Design and implement patient engagement programmes
- Champion initiatives that promote patient-centered care
- Facilitate staff training on communication and service recovery
- Work closely with internal stakeholders for enhanced patient communication and experience
- Identify areas/ touchpoints for improvement in service quality
- Guide and support service improvement projects Requirements :
- Minimum Bachelor Degree in Hospitality Studies, Social Science or equivalent
- At least 6 years of relevant experience in the service industry with 3 years in a supervisory position
- Relevant experience in healthcare would be an advantage
- A team player with strong communication and interpersonal skills
- Strategic thinking, resourceful and analytical
- Patient centric, resilient and adaptable
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