Senior/executive (Patient Relations Office)

5 days ago

Singapore Institute of Mental Health Full time

-Family Group: AdministrationPosition: Senior/ Executive, Patient Relations Office

Department: Operations & Support Services

To handle feedback cases received from patients, caregivers and members of the public.

**Responsibilities**:

- Follow up with feedback provider to ensure appropriate resolution is provided to complete the interaction process within the department’s performance indicator (14 working days).
- Identify and prioritize urgent or complex cases and escalating to the Manager and/or Assistant Manager.
- Maintain accurate records of all feedback cases in the feedback database system.
- Prepare feedback statistics on a monthly basis and conduct basic analysis of the data with data analytics tools such as Excel or PowerBI.
- Prepare compliment features on a monthly basis and broadcast within the hospital to share good service provided by various staff.
- Coordinator for the MOH Patient Experience Survey (PES) with MOH and its appointed vendor

**Requirements**:

- General degree, healthcare administration, or related field
- Experience in feedback management and healthcare background are added advantages.
- Following skills to be successful: exceptional communication skills (both written and verbal), empathy, interpersonal skills, conflict resolution ability to diffuse situations and working as a team.
- Basic data analytics skill in Excel. Added knowledge in PowerBI is an advantage.
- Ability to work well under pressure and maintain a positive attitude.

**About IMH**:
The Institute of Mental Health (IMH) in Singapore, established in 1928, is a premier 2,000-bed psychiatric hospital nestled in Buangkok Green Medical Park, providing comprehensive mental health services across 50 inpatient wards and 7 outpatient clinics, while also playing a pivotal role in training the next generation of mental health professionals through the NHG-AHPL Residency Programme and collaborations with local academic institutions.

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