You will support the Director, Group Office of Patient Experience (OPE) to lead the team to establish a patient-centred experience where patients and caregivers are engaged as our partners-in-care. Your responsibilities include shaping the patient experience philosophy, policies and practices across the cluster to achieve harmonisation and alignment for a consistently excellent SingHealth patient experience.
You will partner with various SingHealth institutions, healthcare organisations, Intermediate and Long-Term Care sectors, and healthcare agencies to recognise individuals and teams for service excellence through the annual Singapore Health Quality Service Awards (SHQSA), and to honour patients and caregivers who demonstrate exemplary partnerships with healthcare teams through the annual Singapore Health Inspirational Patients and Caregivers Awards (IPCA).
You will be a key member of the Cluster OPE meetings and a lead or co-lead of one of the Communications Domain Shared Service Workstreams. You will also oversee patient feedback at the cluster level, ensure the effective day-to-day running of the SingHealth Quality Service Manager’s (QSM) office, and lead the team to serve as the designated listening post for the “voice of our patients”.
Additionally, you will play a key role and lead the cluster’s coordinated efforts to address common challenges, which include but are not limited to harmonising feedback management tools, analysing data for benchmarking and performance monitoring, entrenching mediation as an alternative to healthcare dispute resolution, and planning and designing training programmes for SingHealth staff.
Job requirements:
- Bachelor’s Degree with at least 12 years of relevant experience and at least 5 years in a leadership role
- Prior experience in healthcare would be advantageous
- Strong leadership and communication skills, and stakeholder management in a complex and dynamic environment
- Excellent planning, organisational, analytical, and decision-making abilities
- Excellent command of both spoken and written English and a second language with strong communication skills
- Strong interpersonal skills
