Job Summary
- To promote an effective quality programme includes identifying, coordinating and participating with relevant departments on quality and patient safety training needs, standards development, design and implementation of audit tools and risk management activities:
- Monitor current healthcare trends in quality, patient safety metrics and performance improvement practices;
- Keep abreast of appropriate regulatory agency requirements related to quality assurance and patient safety standards;
- Responsible for service excellence programmes with a synergistic working relationship with clinical quality;
- To initiate continuous service improvements through constant monitoring / surveys, audits and training.
Job Responsibilities
- Manage the incidences, customer feedback / complaints and provide timely responses and effective preventive measures;
- Identify and implement service, clinical quality and patient safety improvements to close service gaps. Measure and evaluate data to determine the ultimate impact of the programs and initiatives;
- Develop / Conduct training programmes to improve service standards and develop a culture of customer centric services;
- Maintain statistics on Quality Indicators eg Productivity, Episodes & Unique Beneficiary data, Customer Service Survey Data (including incidents, feedback, compliments, complaints). Prepare documents for management reporting as required;
- Assist to develop, implement and review policies and procedures relating to quality management functions for standardisation and compliance to quality standards;
- Maintain an inventory of all policies and procedures within the organisation and ensure compliance to ISO 9001 standards;
- Work with consultants and internal customers to achieve and maintain certification i.e. ISO 9001; Bizsafe, DPTM, etc.
- Maintain external correspondences including MOH / AIC, ensure all correspondences are tracked.
- Timely execution / submission of Service Excellence awards and external awards;
- Any other tasks as assigned by the Manager / CEO.
Job Requirements
- Minimum Diploma in a relevant discipline, preferably Degree in any discipline
- Minimum 1 – 3 years experience in customer service, preferably in the Healthcare industry;
- Have a background in quality management and / or service excellence programmes;
- Data protection officer (DPO) experience is highly advantageous;
- Customer service training experience would be advantageous.
- Good communication (oral and written) skills;
- Resourceful and self-directed;
- Team player;
- Leadership qualities;
- Good PC skills especially Word, Excel and Powerpoint;
- Enjoy working and helping people at all levels;
- Ability to work in a fast-paced environment;
- Knowledge of statutory regulations and quidelines pertaining to all aspects of healthcare.
Interested applicants are invited to send in their detailed resumes, stating current and expected salary via APPLY NOW.
Only shortlisted candidates will be notified.
