Patient Relations & Engagement Specialist (Complaints)

Hospital Authority - Kowloon Central Cluster; General Santos; On-site; PHP 3,408,000 - 6,009,000; Full time

Job summary

Hospital Authority - Kowloon Central Cluster is inviting applications for Executive Officer II (Patient Relations and Engagement). The role involves handling public complaints against HA hospitals, liaising with patient relations offices, and supporting the complaint hotline.

Applicants should have a university degree, bilingual English and Chinese, and experience in complaints management. Strong communication, analytical skills and the ability to work under pressure are essential.

Qualifications

• A university degree or equivalent.
• Good command of both written and spoken English and Chinese.
• Experience in complaint management and related fields.
• Good communication, interpersonal and analytical skills.
• Be able to work under pressure and meet tight work schedule independently.
• Competence in problem solving, decision making and quality management.

Responsibilities

• Handle public complaints against the services of HA hospitals (including investigation, collection/compilation of information/records and drafting of replies).
• Liaise with hospital patient relations offices on management of complaint cases.
• Provide support to HA complaint hotline.
• Provide executive and secretarial support to committees, trainings and projects on patient relations and engagement.
• Supervise a team of clerical staff to perform office administrative work in various areas such as departmental budget management, procurement and office general administration.
• Perform any other related duties as assigned by supervisors.

Skills

English proficiency

Chinese proficiency

Education

University degree or equivalent

Job description

Hospital Authority - Kowloon Central Cluster is inviting applications for Executive Officer II (Patient Relations and Engagement). The role involves handling public complaints against HA hospitals, liaising with patient relations offices, and supporting the complaint hotline.

Applicants should have a university degree, bilingual English and Chinese, and experience in complaints management. Strong communication, analytical skills and the ability to work under pressure are essential.