Executive / Senior Executive Patient Experience

4 days ago

Singapore Parkway Pantai Full time

As part of the Patient Experience team, you play a key role in managing the customer relations and service feedback.
- You will be assigned to a hospital / facility, ensuring that the voice of customers are heard.
- You are required to work closely with all levels of hospital / clinic staff to deliver excellent patient experience, consistent with the IHH Healthcare brand, and inculcate positive service attitudes amongst staff.
- You will contribute to the measurement and assessment of customer service quality in the group, and provide regular reports to senior management on emerging trends.
- You will drive or support in the delivery of service initiatives for the department as well as the hospital/facility from time to time.

**Key accountabilities**:

- Manage service related customer feedback; including investigations, crafting of replies and liaising with customers and staff, in a timely manner.
- Work together with process owners for the resolution of service feedback for the best possible outcomes for the stakeholders, in a timely manner. Visit feedback providers for follow-up if required.
- Assist in the compilation, monitoring, and analysis of feedback statistics and preparation of feedback reports.
- Organise monthly Service Quality Management meeting and any other meetings, to communicate and discuss the service performance and feedback trends.
- Analyse and detect trends in feedback issues for process improvement.
- Conduct any special surveys as required to determine customer needs, including the preparation and maintenance of these reports.
- Support the service audits for the hospital/clinic departments and wards.
- Participate and contribute in service working committees as assigned.
- Assist in the administrative functions of the department and be involved in any special projects as assigned.

**Qualifications & Experience**:

- Degree in any field
- At least 3 - 4 years of related experience in healthcare, hotel, or customer service industry.
- Background in communications and psychology would be an added advantage for this role.
- Excellent interpersonal skills and able to maintain composure when dealing with all kinds of situations\ Strong communication skills (oral and written).
- Strong analytical skills.
- Track record in problem solving.
- Computer literacy and experience with customer relations management software is an added advantage.
- Exhibit IHH Healthcare’s core values of Patients First, Integrity, Empathy, Teamwork and Excellence.

**Additional Information**:

- Nil

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