Deskripsi Pekerjaan
Join Singapore General Hospital's dynamic Office of Patient Experience as an Assistant Manager/Senior Executive, where you'll play a pivotal role in shaping patient-centered care excellence. This critical position requires you to oversee the end-to-end management of patient feedback systems, ensuring timely responses and actionable insights that drive continuous service improvement. You'll analyze feedback trends, collaborate with clinical and administrative teams to implement solutions, and develop robust processes for feedback collection and resolution. The ideal candidate will thrive in a fast-paced healthcare environment, transforming patient voices into tangible enhancements in care delivery while maintaining the highest standards of service excellence.
Tanggung Jawab
- Oversee patient feedback lifecycle management including collection, analysis, and response coordination
- Develop and implement standardized processes for feedback handling within service level agreements
- Collaborate with department heads to address systemic issues identified through patient feedback
- Generate comprehensive reports on feedback metrics and service improvement initiatives
- Train staff on effective feedback management and patient communication techniques
- Monitor emerging trends in patient experience and recommend strategic interventions
- Liaise with senior leadership on patient experience priorities and performance metrics
Kualifikasi
- Bachelor's degree in Healthcare Administration, Business Management, or related field
- Minimum 3 years experience in customer service or patient experience roles
- Proven track record in feedback management system implementation
- Strong analytical skills with ability to translate feedback into actionable insights
- Excellent communication and conflict resolution abilities
- Experience with CRM and feedback analytics platforms
- Certification in Healthcare Quality or Patient Experience preferred