Deskripsi Pekerjaan
Are you passionate about transforming healthcare experiences? NHG Population Health is seeking a dedicated and strategic Senior Executive - Service Leadership & Patient Relations to champion our service excellence initiatives. In this pivotal role, you will act as a bridge between patient feedback and operational improvement, ensuring that every touchpoint within our population health programs reflects the highest standards of care and empathy.
You will be responsible for analyzing complex patient data, managing feedback loops, and spearheading quality improvement projects that directly impact patient satisfaction. We are looking for a service-oriented leader who thrives in a fast-paced healthcare environment and possesses the analytical rigor to turn insights into actionable service strategies. If you are committed to making a tangible difference in the community's health journey, we invite you to join our mission-driven team in Novena.
Tanggung Jawab
- Develop and implement comprehensive service excellence strategies to enhance the patient experience across all population health touchpoints.
- Manage and resolve complex patient feedback, ensuring timely communication and restorative outcomes.
- Conduct deep-dive analysis on patient satisfaction data to identify trends, pain points, and areas for service recovery or optimization.
- Collaborate with cross-functional clinical and operational teams to drive quality improvement initiatives.
- Facilitate staff training sessions focused on service empathy, communication standards, and conflict resolution.
- Prepare regular management reports and presentations regarding service performance metrics and operational KPIs.
- Champion a culture of service excellence by monitoring adherence to institutional quality benchmarks.
Kualifikasi
- Bachelor’s degree in Business Administration, Healthcare Management, Communications, or a related field.
- Minimum 3-5 years of experience in patient relations, customer experience management, or high-touch service leadership.
- Proven ability to analyze large datasets and present findings to stakeholders effectively.
- Strong interpersonal skills with the ability to navigate difficult conversations with empathy and professionalism.
- Experience in the healthcare or public sector in Singapore is highly advantageous.
- Proficiency in Microsoft Office Suite, particularly Excel for data tracking and PowerPoint for reporting.
- Excellent verbal and written communication skills in English.