Assistant Director, Patient Experience (SKCH)

SingHealth Community Hospitals; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

SingHealth Community Hospitals in Singapore seeks an Assistant Director, Patient Experience to drive a patient-centred culture across SCH. Reporting to CCO, you will lead the Patient Experience team, shape system-wide frameworks for feedback management, service recovery, and analytics, and translate insights into actionable improvements across care delivery.

Collaborating with clinical leaders, operations and HQ counterparts, you will strengthen accountability for patient experience and foster

Qualifications

• Degree in Arts and Social Sciences or a related discipline.
• At least 8 years of experience in communications or public relations within a service-oriented organisation.
• Minimum 2 years in a managerial or supervisory role.
• Strong written and oral communication skills.

Responsibilities

• Develop and drive system-wide patient experience frameworks and programmes.
• Lead feedback management, service recovery and patient experience analytics.
• Collaborate with clinical, operational and corporate teams to identify gaps and implement improvements.
• Provide strategic advice on patient experience matters to strengthen trust in SCH.

Job description

Company description:

About SingHealth Community Hospitals
SingHealth Community Hospitals (SCH) comprises of Sengkang Community Hospital and Outram Community Hospital. Being Singapore's only cluster of community hospitals, we aim to deliver a seamless and integrated care path for patients requiring sub-acute care, rehabilitation and palliative care.
Our community hospitals are poised to set standards in care, exchange best practices and strengthen collaborations with our healthcare and community partners.
A Member of SingHealth Regional Health System
SCH is under the SingHealth Regional Health System (RHS) and is supported by the medical expertise and research capabilities of the SingHealth-Duke NUS Academic Medical Centre.

Job description:

Reporting to the Chief Communications Officer, the Assistant Director, Patient Experience provides strategic leadership in advancing a patient-centred service culture across SingHealth Community Hospitals (SCH).

Key Responsibilities

The role is responsible for developing and driving system-wide frameworks, strategies and programmes for patient experience, feedback management, service recovery, service excellence and patient experience analytics. This includes strengthening shared accountability for patient experience outcomes, leveraging digital feedback and other data sources to generate meaningful insights, and translating these insights into actionable recommendations to improve care delivery, service quality and organisational practices.

The incumbent leads the Patient Experience team and works closely with clinical leaders, operational teams, corporate functions and HQ counterparts to identify systemic service gaps, strengthen service recovery capabilities, drive continuous improvement and embed a culture of empathy, responsiveness and service excellence across SCH.

The role also provides strategic advice on complex patient experience and feedback matters, using data, patient insights and stakeholder perspectives to inform decision-making and strengthen patient trust and confidence in SCH.

Job Requirements

• Degree in Arts and Social Sciences or a related discipline preferred
• At least 8 years of relevant experience in communications, public relations within a service-oriented organisation
• Minimum 2 years of managerial or supervisory experience
• Strong interpersonal relations, resourceful and able to work independently
• Strong written and oral communication skills

Why Join Us?

At SCH, you will have the opportunity to shape patient experiences and make a meaningful impact on patients, caregivers, and staff. You will work with committed healthcare professionals to build a compassionate, patient-centred environment that supports healing, rehabilitation, and community care.