We are looking for a committed, passionate and forward-looking individual to be part of a dynamic team that focusses on patient feedback management and works closely with domain leads on conflict resolution, service recovery and anti-abuse measures; thereby elevating the overall experience of our patients and their caregivers in a mutually safe and respectful environment.
RESPONSIBILITIES
Reporting to the Team Lead, the successful candidate shall:
- Provide timely and effective response to feedback, enquiries and suggestions received from patients/next-of-kins across all patient feedback channels including emails, face-to-face, hotline and online surveys
- Work with domain leads on conflict resolution and service recovery of escalated feedback, including investigation of complaints, putting up incident reports and facilitating family conferences
- Assist to collate, analyse and translate feedback data into actionable insights that drive service improvements through publications such as the service experience dashboard “GIFT”, intranet and posters
- Communicate and provide timely data/reports to key stakeholders
- Collaborate with relevant domains to identify service trends and review policies/procedures/workflows for continual improvement of service standards
- Assist in the UAT, enhancements and maintenance of patient feedback database and other survey management system
- Assist to organise engagement/training sessions with domain leads to enhance staff’s service competencies
- Represent department in Centre/Cluster committees and participate in quality improvement projects
- Assist to coordinate/organise centre and cluster-wide service initiatives such as the annual Singapore Health Quality Service Awards
- Monitor and coordinate with internal and external stakeholders (such as MOH) on service KPIs
- Assist with coaching and supervision of team members
- Perform any other duties as and when assigned
REQUIREMENTS
- Degree with at least 1 year of relevant experience, preferably in healthcare or service-oriented industry; fresh graduates are welcome to apply
- Self-driven, strong team orientation and customer-centric mindse
- Positive and proactive with high sense of professionalism and integrity
- Keen learner with strong analytical, project management, interpersonal, communication (verbal and written) and problem solving skills
- Able to multi-task and work in a collaborative manner with diverse range of stakeholders in a fast-paced environment
- Result-oriented with capability to lead and motivate team members to work effectively and innovatively
- Strong Microsoft Excel and PowerPoint skills
- Knowledge and experience with coding, digital technology, data analytics software such as Tableau will be added advantage
