We are assisting our client, an established hospital group, to search for an experienced manager for patient relations service.
Responsibilities
- To establish contact with patients and their families at the point of referral or upon admission to the wards.
- To be the point person of the hospital for the patients and their families.
- To implement workflow to ensure a positive experience at every touch point with patients and their families.
- To identify the caregiver's stress and discern sensitive issues and offer counsel/suggestions to solve the problem or to handle the situation.
- Identify and assist/support staff and HODs who are struggling with patient relations and communication issues.
- To supervise, train and mentor the team of Ward Ambassadors who are part of the Patients Relations Team.
- To review and assist in handling feedback received through the Patients Feedback Form
- To work with Corporate Communications, Pastoral Care Services and Nursing in organizing patient engagement events.
- To develop programmes and events to promote patients’ engagement and improve patient’s experience.
- To proactively identify caregivers' stress and engage caregivers in conversations to offer empathy and support, solutions and resources that will enable them to cope better.
- To collaborate with external agencies like Caregivers Alliance in supporting the caregivers and post-discharge follow-up.
- To provide training in dementia care to staff as well as to caregivers.
- To carry out duties and responsibilities that may be assigned from time to time.
Requirements
- Diploma/Degree or training in public relations, communications and counselling.
- Preferably has relevant working experience in hospitality or public relations or caregiver support and counselling.
- Minimum 5 years relevant experience in a managerial role.
- Independent, dependable, self-motivated, creative, warm, outgoing and has good interpersonal relationship skills.
- Strong in public relations and client experience or areas of support and counselling.
- Good organisational ability is resourceful and can carry out positive communications and rapport building to enhance patients' experience of the hospital services.
- Mature in disposition, able to cope with changes and demanding situations.
- Able to discern sensitive issues and offer reasonable guidance/suggestions to solve the problem or handle the situation.
- Resilient, calm and exercises sound judgement to overcome a crisis and prevent/minimise any negative impact on the organisation's image and staff morale.
