As the Manager, Office of Patient Experience (OPE), you will support the HOD to realise a vibrant service culture that is patient-centric and aligned to the mission and vision of CGH. CGH Care Experience Programme includes Feedback Management, Staff Recognition and Rewards, Patient Advocacy, Service Training and Coaching, Data Analysis and Service Recovery. Through this programme, the department aims to continuously improve patient experience at CGH so that CGH continues to be the hospital of choice which patient and public will trust and strongly recommend to their family and friends for quality healthcare.
Responsibilities:
· Take on handling and resolution of feedback cases
· Manage feedback management systems for the department (department CRM system, e-survey system etc.)
· Manage the hospital’s Service Quality Programme
· Lead hospital-wide programmes in improving communication in healthcare, team-based care and focus areas. Best practice sharing.
Requirements:
· Bachelor’s degree in nursing, Healthcare Management
· Formal Certification in adult learning, patient experience and quality improvement
· At least 8 years of customer service experience preferably in a healthcare environment, with 5 years of quality work improvement work experience and at least 2 years of supervisory experience
· Strong proficiency in MS Office applications
· Knowledge in quality improvement methodologies and data analysis
· Experience in conducting service training, knowledge in design thinking and Behavioural Insights (BI) will be an added advantage
· Excellent interpersonal as well as oral and written communication skills
· Strong leadership qualities, self-management skills, and able to motivate team to optimise their performance
· Planning, organisational, analytical and decision-making abilities
· Resilience and composure when handling challenging situations
· Candidate must have fully completed COVID-19 vaccinations
This role is a full time 2 years contract position.
