Senior/ Associate Executive, Patient Experience and Culture Office

This role supports the success of JHC Patient Experience and Culture Office (PECO) through deployment of the Patient Experience and Culture plans and collaboration with multiple internal and external stakeholders that deliver the Incredible Care to the patients, families, community and the employees.

Responsibilities

• Patient Experience Annual Awards

• Plan overall logistics for the event including sourcing of vendors for catering and gifts

  • Setup and layout auditorium and foyer to accommodate food caterers, photography, vendors and equipment placement
  • Set up registration counters
  • Preparation of gifts and carpark coupons for guests
  • Liaise with vendors for food catering and gifts for award recipients, guests, participants and helpers
  • Liaise with vendors to prepare Permit-To-Work Clearance, Risk Management Form, House Rules for Workplace Safety and Health vetting and approval and to bring approved document for our Check Point Security Counter for endorsement

  • Assist with checking of printed materials for award recipients (eg. certificates, posters, etc) and seating arrangement

  • Compile list of awardees, and verify 100% accuracy on all recipient's information

  • Compile seating list of award recipients, Senior Management and Guests with details, for stickers printing and labeling at auditorium seats
  • Maintain records of all expenses and payments
  • Monthly Service Stars

• Support Manager preparing documents and staff appreciation cards for CEO's signature

• Issue vouchers to Stars recipients in labelled envelop with proper tracking of issued vouchers according to the excel sheet after being validated by Manager.
• Perform monthly reconciliation of vouchers for submission to Finance annually
• Elevate Patient Experience award recipients' recognition using organizational supported multiple media platforms

• Support Patient Experience Engagement Surveys

• Collect feedback forms or cards from all touchpoints and update feedback (Compliments and Complaints) onto Excel spreadsheets

• Key in all manual feedback received internally and externally – emails, cards and letters, and coordinate with internal stakeholders for follow through
• Manage Digital Patient feedback survey for selected business units
• Compile, merge and upload all completed feedback data (Compliments and Complaints) on to the department's Sharepoint for next team member's utilisation

• Support Patient Experience and Service Excellence Event

• Support logistics for the event including sourcing of vendors for catering and gifts

• General Administrative Support

• Support RO on compiling department overall budget

  • Follow up on finance payment due to vendors
  • Manage HoD and department calendar and secretariat to the department's monthly meeting

  • Oversees daily operations for the department

  • Maintain filing system for department documents on SharePoint

  • Manage office supplies and office equipment
  • Support department on logistic arrangements (i.e. workshops, focus groups discussions, etc)

  • Manage department payment of all invoices

  • Request for quotation and raise Purchase Requisition with quotation and approvals on EPROC portal

  • Follow through with vendor on delivery through to advising vendor to upload invoice via AP Direct
  • Manage IT Requests e.g for new joiners, access rights to various systems (Tableau, EPIC, loan HDD, etc)
  • Monitor purchase of A4 Paper, toners, Grab Vouchers, Feedback cards, and seek approval from Assistant Director via Ariba
  • Support department on staff reimbursement
  • Update Finance annually for department Asset. E.g. Printer, Shredding
  • Perform any ad-hoc duties as assigned

Requirements

• Possess a Diploma in any relevant discipline with a minimum of 2 to 3 years of working experience in healthcare

• Minimum 2 years of administrator experience working in healthcare organisation particularly in matrix reporting and coordination work.

• Meticulous and detail-oriented

• Strong written, communication and interpersonal skills with the ability to interact effectively with patients, families and colleagues.
• Familiar using MS Office Software. Any other software or tools will be an advantage.
• Empathetic, patient, and able to handle sensitive situations with professionalism and discretion.
• Ability to work independently as well as part of a team, demonstrating initiative and a commitment to providing high quality services.