Assistant Manager, Patient Experience

national dental centre of singapore pte. ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

National Dental Centre of Singapore (NDCS) is seeking a Service Excellence Coordinator to drive the patient feedback process, design training content, and promote CREST attitudinal attributes across staff. The role involves developing guidelines and coordinating educational talks to support patient experience initiatives.

You will collaborate with stakeholders to plan service improvements, enhance patient experience, and elevate the NDCS service image in a dynamic healthcare environment.

Qualifications

• Bachelor’s degree in arts & social science or related field.
• ACTA or ACLP certification is preferred.
• Experience in healthcare is advantageous.
• Proficient in Microsoft Office.
• Knowledge of statistics and data analytics software is advantageous.
• Strong project management and organizational skills.
• Excellent communication and writing abilities.
• Ability to work independently with diverse stakeholders.

Responsibilities

• Manage the end-to-end patient feedback process from registration to investigation, drafting replies, and closure.
• Facilitate and coordinate communications and service training programmes; design content for training modules to build capability.
• Drive initiatives to promote CREST attitudinal attributes among all staff, including campaigns, collaterals, and EDMs.
• Develop resources including behavioural guidelines and FAQs for patient-fronting staff; coordinate talks and staff engagement platforms.
• Plan and manage the execution of service improvement initiatives to enhance patient experience and the service image of NDCS.

Skills

Communication

Writing

Project management

MS Office

Data analytics software

Education

Bachelor’s degree in arts & social science

Bachelor’s degree in communications

Bachelor’s degree in business administration

ACTA or ACLP certified

Tools

Microsoft Office

Analytics software

Job description

Responsibilities

• Manage the end-to-end patient feedback process, from registering the feedback on CRM, to investigation, drafting the reply and closure of feedback.
• Facilitate and coordinate communications and service training programmes. Design and curate content for training modules to build capability within the organisation.
• Drive initiatives to promote CREST attitudinal attributes among all staff, including the development and execution of campaigns, collaterals, and EDMs.
• Develop resources, including behavioural guidelines and FAQs for patient-fronting staff. Coordinate and support educational talks and other staff engagement platforms for patient experience initiatives, policies, and processes.
• Plan and manage the execution of service improvement initiatives to improve patient experience and raise the service image of NDCS.

Requirements

• Bachelor’s degree in arts & social science, communications, business administration
• ACTA or ACLP certified
• Experience in Healthcare industry will be advantageous
• Proficient in Microsoft Office
• Knowledge in the use of statistical and data analytic software will be an advantage
• Possess good project management skills
• Proactive and adaptable to change
• Good communication and writing skills
• Ability to work independently in a collaborative manner with diverse range of stakeholders