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Recruit Express Pte Ltd

URGENT Manager, Service Quality (East, Office Hours) #HWX

Full-time

Singapore, Singapore

Customer Service

3 days ago

Principal Responsibilities 1) Patients Relations Engagements To establish contact with patients and their family (next-of-kin or spokesperson or de..

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.
In any crisis situation to advise and support the Head of Department and the staff on the appropriate approach and action to be taken to diffuse anger and tension, at the same time relate to the patient and his/her family to offer empathy and counselling, where necessary, to calm 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 from a recognised tertiary institution
Minimum 5 years and above working experience in service quality / patient experiences preferably from a govt healthcare institution and or relevant disciplines
Has excellent interpersonal and communication skills.

Interested applicants, please email your updated CV to

Subject: Patient Relations Manager

EA Personnel No: R1552331

EA Personnel Name: Kate Leau Wei Xuan

Company Registration Number: Recruit Express Pte Ltd (99C4599)