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Senior / Executive, Patient Experience Transformation (Journey Experience)
2 weeks ago
As a Senior / Executive in the Patient Experience Transformation (Journey Experience), you will be responsible to implement the patient experience programmes, platforms and service transformation efforts across the hospital. You will conceptualise, operationalise and communicate the initiatives and programs to ensure sustainment and improvement in patient/visitor experience across all touchpoints of a patient/visitor journey.
Responsibilities:
Patient Relations:
- Supervise the Care Ambassador Team; providing direct support to the Care Ambassadors and hospital staff to execute the transformed experience.
- Manage and guide Care Ambassador team to ensure seamless daily operations.
- Train the team to deliver proactive patient engagement to improve patient and visitor satisfaction.
- Provide orientation and on-the job training to synergise the team of Care Ambassadors and Volunteers to enhance patients' experience.
- Engage and collaborate with stakeholders to transform patient experience in the respective departments.
Patient Engagement:
- Design and resource the means and material for delivering the experience.
- Identify and incorporate technologies that transform patient experience.
- Obtain results of voice of patient and staff and make suggestions for improvement that integrates well with hospital systems and workflows
- Candidates are mandated to fulfill on-site duties with the Care Ambassadors for a minimum of three days per week. These duties entail overseeing the review and execution of corrective and preventive actions, as well as coaching ground staff.
Show Concept and Learning Campus:
- Create learning opportunities for patient and staff in their settings and make learning accessible.
- Identify the courses and learning programs aimed at developing Care Ambassadors.
Other duties:
- Identify service gaps and opportunities for service improvements and synergised best practices.
- Prepare periodic reports as required.
- Perform other duties of the department as assigned.
Requirements:
- Degree in any discipline with at least 2 years' relevant working experience; candidates with healthcare experience will have an advantage.
- Possess good working knowledge of ground customer service operations.
- Exhibits effective presentation and communication skills, both verbally and in writing.
- Skilled in utilizing relevant IT applications and proficient in data analytics.
- Candidate with healthcare experience will have an advantage.
- Proficient in fostering strong relationships.
- Demonstrates a positive attitude, resilience, and a dedication to delivering exceptional service.
- Proactively plans, exhibits creativity, and maintains meticulous attention to detail, particularly in the creation of comprehensive reports.
- Possesses strong multitasking abilities and consistently meets deadlines with minimal supervision.
- Available for periodic weekend work, typically one weekend (Saturday/Sunday) per rotation
