Assistant Director, Patient Experience & Service Excellence

Ttsh; Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

Tan Tock Seng Hospital is seeking an experienced leader to join the Quality Service Management team as Assistant Director, Patient Experience Unit. You will lead hospital-wide patient experience initiatives, partnering with patients, caregivers and clinical teams to ensure voices are embedded in service planning and transformation.

You will oversee the Patient Experience Unit, advance the Service Champion Programme and Bridge@TTSH, and drive improvements through patient-centred design and

Qualifications

• Passionate about patient-centred care and service excellence.
• Comfortable working across diverse stakeholder groups.
• Skilled in influencing and facilitating change without direct authority.
• Curious, innovative and able to translate insights into action.
• Able to balance strategic thinking with operational execution.
• Comfortable working in ambiguity and building new capabilities.

Responsibilities

• Lead hospital-wide patient experience initiatives aligned with TTSH's service philosophy and organisational priorities
• Provide leadership for the Service Champion Programme, a network of frontline staff driving service excellence, patient-centred care and ground-up service innovation across the hospital
• Lead the development and growth of Bridge@TTSH, TTSH's patient advocacy programme, and build meaningful partnerships with patients, caregivers and healthcare teams
• Oversee patient experience surveys, feedback and engagement platforms, translate quantitative and qualitative feedback into actionable insights that influence changes and improvements
• Facilitate service improvement and transformation projects using patient-centred approaches and stakeholder collaboration
• Lead and develop a team responsible for patient and caregiver engagement, service culture building and patient experience improvement

Job description

Tan Tock Seng Hospital is seeking an experienced leader to join the Quality Service Management team as Assistant Director, Patient Experience Unit. You will lead hospital-wide patient experience initiatives, partnering with patients, caregivers and clinical teams to ensure voices are embedded in service planning and transformation.

You will oversee the Patient Experience Unit, advance the Service Champion Programme and Bridge@TTSH, and drive improvements through patient-centred design and