Hospital Administrator II (Patient and Community Relations)

Hospital Authority; Tseung Kwan O; On-site; HKD 387,000 - 754,000; Full time

Job summary

Tseung Kwan O Hospital is seeking a Hospital Administrator II (Patient and Community Relations) to manage patient feedback, incidents, and services improvement. The role requires leadership of the Patient Complaint Team and collaboration with hospital management to enhance patient care.

The position involves handling complaints, liaising with legal services, and coordinating training for clinical departments, with occasional work during odd hours and at civil-disaster events.

Qualifications

• A degree from a Hong Kong University; or equivalent.
• Fluent Cantonese and good written Chinese.

Responsibilities

• Handle patient or public complaints, feedback, assistance and enquiries.
• Handle hospital incidents and take follow-up actions for case management.
• Act as a patient advocate and advise the hospital management on key areas for system improvement of patient services.
• Provide support to the hospital management to improve patient services, quality and safety.
• Liaise with Head Office’s Legal Services Department to handle medico-legal cases/issues.
• Support hospital staff in handling difficult or conflicting patient relation situations.
• Share patient or public complaint cases with departments/colleagues for learning purpose.
• Coordinate and provide training on complaint handling to clinical departments.
• Respond to civil disaster, media enquiry and work at odd hours whenever necessary.
• Conduct trend analysis and digest reports.
• Supervise staff of the Patient Complaint Team.
• Support media and community functions/activities if necessary.
• Perform other related duties as assigned by the supervisor.

Skills

Fluent Cantonese

Good written Chinese

Fluent English

Fluent Putonghua

Education

Degree from a Hong Kong University or equivalent

Job description

With effect from 1 April 2026, the Hong Kong East Cluster (HKEC) and Hong Kong West Cluster (HKWC) have been integrated to form the Hong Kong Island Cluster (HKIC). For enquiries, please contact relevant HR in-charge of the corresponding job vacancy.

Job Description - Hospital Administrator II (Patient and Community Relations) (KEC/T086/26)

Hospital Administrator II (Patient and Community Relations) - REF. NO. KEC/T086/26

Department/ Cluster: Patient and Community Relations Department, Tseung Kwan O Hospital
Pay: HK$34,705 to HK$ 67,526 (HGPS point 13 to 27) per month including Monthly Allowance
Up to 15% of total basic salary (after deducting the contribution of Mandatory Provident Fund by Hospital Authority) as end-of-contract gratuity may be offered to contract staff upon completion of the contract subject to satisfactory performance.

Key Responsibilities

• 1. Handle patient or public complaints, feedback, assistance and enquiries.
• 2. Handle hospital incidents and take follow-up actions for case management.
• 3. Act as a patient advocate and advise the hospital management on key areas for system improvement of patient services.
• 4. Provide support to the hospital management to improve patient services, quality and safety.
• 5. Liaise with Head Office’s Legal Services Department to handle medico-legal cases/issues.
• 6. Support hospital staff in handling difficult or conflicting patient relation situations.
• 7. Share patient or public complaint cases with departments/colleagues for learning purpose.
• 8. Coordinate and provide training on complaint handling to clinical departments.
• 9. Need to respond to civil disaster, media enquiry and work at odd hours whenever necessary.
• 10. Conduct trend analysis and digest reports.
• 11. Supervise staff of the Patient Complaint Team.
• 12. Support media and community functions/activities if necessary.
• 13. Perform other related duties as assigned by the supervisor.

Entry Requirements

• 1. A degree from a Hong Kong University; or equivalent; and
• 2. Fluent Cantonese and good written Chinese.

Preferable Attributes/Exposures

• 1. Fluent English and good written English.
• 2. Fluent Putonghua.