Deskripsi Pekerjaan
Are you passionate about making a tangible difference in the healthcare journey? Changi General Hospital (CGH) is seeking a dedicated Assistant Manager or Senior Executive to join our Office of Patient Experience. In this pivotal 7-month contract role, you will act as the vital relational bridge between patients, their families, and our multidisciplinary clinical teams.
As a champion for service excellence, you will play a key role in analyzing patient feedback, identifying areas for process improvement, and implementing initiatives that drive satisfaction. This role is ideal for a proactive professional who thrives in a fast-paced hospital environment and possesses a deep empathy for the patient experience. You will collaborate closely with clinical stakeholders to ensure that our service standards remain world-class while navigating the complexities of hospital operations.
Tanggung Jawab
- Act as a primary liaison between patients, families, and clinical departments to resolve feedback and service recovery cases efficiently.
- Monitor and analyze patient experience data and feedback trends to provide actionable insights for service improvement.
- Support the design and implementation of service excellence programs to elevate the overall hospital experience.
- Coordinate with diverse clinical teams to facilitate seamless communication and ensure patient needs are met with compassion and efficiency.
- Conduct regular service audits and walkthroughs to ensure compliance with hospital experience protocols.
- Assist in the preparation of reports and presentations for management regarding patient satisfaction KPIs.
- Lead or support ad-hoc quality improvement projects as assigned by the department lead.
Kualifikasi
- Degree in Healthcare Management, Business, Hospitality, or a related field.
- At least 3-5 years of experience in customer experience, service quality, or operations, preferably within the healthcare sector.
- Strong interpersonal and communication skills, with the ability to handle difficult conversations with empathy and diplomacy.
- Proficiency in data analysis and Microsoft Office suite (Excel, PowerPoint).
- Ability to thrive in a high-pressure, fast-paced hospital environment while maintaining a patient-centric mindset.
- Excellent problem-solving skills and a proven track record of managing stakeholder expectations.
- Ability to commit to the full 7-month contract duration.