Deskripsi Pekerjaan
Changi General Hospital (CGH) is seeking a dynamic and results‑oriented professional to join our Office of Patient Experience as Senior / Assistant Manager, Patient Experience Intelligence. In this pivotal role, you will act as the strategic bridge between traditional patient feedback management and cutting‑edge IT solutions, translating complex data into actionable insights that elevate the care experience for every patient.
You will collaborate closely with clinical teams, IT professionals, and senior leadership to design, implement, and monitor patient‑centric initiatives. Your expertise will drive the adoption of digital tools, analytics platforms, and reporting frameworks that capture real‑time patient sentiment, enabling the hospital to respond swiftly and improve service quality across all departments.
Key aspects of the role include leading the development of patient experience dashboards, overseeing the integration of feedback channels (e‑mail, SMS, mobile app, and kiosk), and conducting regular data audits to ensure accuracy and compliance with healthcare standards. You will also be responsible for benchmarking CGH’s performance against national and international patient‑experience metrics, identifying gaps, and recommending process improvements.
This position offers the opportunity to shape the future of patient experience in a leading Singapore healthcare institution, where innovation meets compassionate care. If you are passionate about leveraging technology to transform healthcare delivery and thrive in a fast‑paced, multidisciplinary environment, we would love to hear from you.
Tanggung Jawab
- Design, implement, and maintain patient experience dashboards and reporting tools to monitor satisfaction trends and KPIs.
- Lead the integration of multi‑channel feedback systems (e‑mail, SMS, mobile app, kiosk) and ensure seamless data flow into the central analytics platform.
- Collaborate with IT and clinical stakeholders to develop and deploy advanced analytics models (e.g., sentiment analysis, predictive modeling) that uncover actionable insights.
- Conduct regular data quality audits and ensure compliance with Ministry of Health data governance standards.
- Facilitate cross‑functional workshops to translate findings into process improvements, service enhancements, and training programs.
- Prepare and present executive‑level reports, performance updates, and strategic recommendations to senior leadership.
- Mentor and guide junior staff, fostering a culture of continuous improvement and innovation within the Office of Patient Experience.
Kualifikasi
- Bachelor’s degree in Healthcare Management, Business Administration, Information Systems, or a related field; a Master’s degree is an advantage.
- Minimum 5 years of experience in patient experience, quality improvement, or healthcare analytics roles.
- Proven proficiency in data analytics tools (e.g., Power BI, Tableau, SQL, Python) and experience with electronic medical record (EMR) systems.
- Strong understanding of healthcare regulatory requirements and patient safety standards in Singapore.
- Excellent communication and stakeholder management skills, with the ability to influence at all organizational levels.
- Demonstrated ability to lead projects, manage budgets, and deliver measurable outcomes.
- Certification in Lean Six Sigma or similar process improvement methodologies is desirable.