Senior/executive, Patient Experience Office

1 week ago

Singapore PERSOLKELLY Full time

Feedback Management
- Customer Service
- Healthcare
- Handle feedback and escalations from patients, families and the public; finding solutions to amicable closure, identifying opportunities for service improvements.
- Conduct thorough investigations into customer complaints, including gathering relevant details, reviewing documentation, and collaborating with other departments or teams to understand the root cause of the issue and resolve.
- Keep documentation and facilitate management of all cases logged and issues handled/resolved.
- Support QSM team in managing compliments and appreciation both internal and external This includes keeping records and collation of all compliments of staff; promoting award(s) regularly to garner participation; handling the administration of award to winners and updating of communication platforms.
- Collaborate with different stakeholders from different areas of patient/public engagement to work out appropriate work processes and workflows for an effective and efficient patient experience
- Ensure compliance with regulatory requirements and industry standards related to complaint handling, data protection, and customer confidentiality. Adhere to company policies and procedures while handling.
- Responsible for daily management of a centralised system that receives feedback, to investigate and engage various stakeholders to resolve issues and recover service.
- To act as liaison for all feedback related and being the patient’s voice; this includes responding to patient’s issues, facilitating family meetings with care teams, conducting surveys at wards and various touchpoints.

**JOB REQUIREMENTS**
- Have spent at least 2 years in customer/client servicing or feedback management role
- Possess good writing and interpersonal skills
- Good Microsoft office skills

EA Reg No: R1987360 (Chan Jie Min)
EA License No: 01C4394 (PERSOLKELLY SINGAPORE Pte Ltd)

603184

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