Deskripsi Pekerjaan
Are you passionate about delivering exceptional patient experiences? National Healthcare Group Polyclinics (NHG) is seeking a dynamic Senior Executive (Service Leadership Patient Relations) to join our fast-paced team. In this pivotal role, you will be responsible for strengthening our healthcare service excellence framework and leading initiatives that directly improve patient satisfaction.
We are looking for a leader who can navigate complex patient inquiries with empathy and professionalism. You will act as a bridge between our patients and the clinical teams, ensuring that service standards are not only met but exceeded. This is an exciting opportunity to make a tangible impact on the quality of care delivered across our network of polyclinics.
Tanggung Jawab
- Lead service improvement initiatives and drive excellence in patient care delivery.
- Manage and resolve complex patient complaints and inquiries with high professionalism.
- Coordinate with internal departments to address service gaps and implement corrective actions.
- Analyze patient feedback and satisfaction survey data to identify trends and opportunities for growth.
- Mentor and guide junior staff on service standards, communication protocols, and soft skills.
- Represent the Polyclinic at service forums and community engagement events.
- Develop and implement service recovery strategies to enhance the overall patient journey.
Kualifikasi
- Bachelor’s degree in any discipline; a degree in Nursing, Social Work, or Healthcare Administration is preferred.
- Minimum of 3-5 years of relevant experience in customer service, healthcare administration, or patient relations.
- Proven track record in a leadership role or supervisory capacity.
- Strong interpersonal and communication skills, with the ability to handle sensitive situations.
- Proficiency in Microsoft Office Suite and experience with CRM systems is advantageous.
- Commitment to the NHG core values of Compassion, Excellence, Integrity, and Respect.