Principal Responsibilities:
1) Patients Relations Engagements
- To establish contact with patients and their family (next-of-kin or spokesperson or designated caregiver) at the point of referral (hospital tour) or upon admission to the wards.
- To be the point person of the hospital for the patients and their family.
- To implement workflow to ensure a positive experience at every touch point with patients and their family.
- To identify caregivers stress and discern sensitive issues and offer counsel/suggestions to solve the problem or to handle the situation.
- Offer practical solutions and support to the patient and the family where caregiver stress has been identified.
- Identify and assist/support staff and Head of Departments who are struggling with patients’ 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 and complaints received through the Patients Feedback Form with appropriate (verbal/written) responses.
2) Patients Experience Programmes
- To work with Corporate Communications and Nursing in organizing patients’ engagement events.
- To develop programmes and events to promote patients’ engagement and improve patients experience.
3) Family/Caregivers Engagement
- To proactively identify caregivers stress and engage caregivers in conversations for the purpose of offering 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 participate in ward processes relevant to patients’ relations and experience
Secondary Responsibilities
- 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.
Job Requirements:
- min. Degree in any discipline
- Possess min. 8-10 years working experience in patients relations and service quality role in handling Next-Of-Kin
- Minimum 5 years relevant experience in a managerial role.
Has excellent interpersonal and communication skills.
Interested applicants, please email your updated CV in MS Word to
Subject: Patients Relations Manager
EA Personnel No: R1552331
EA Personnel Name: Kate Leau Wei Xuan
Company Registration Number: Recruit Express Pte Ltd (99C4599)
