Patient & Community Relations Lead — Hospital Admin II

Hospital Authority - Kowloon Central Cluster; 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

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.