Assistant Manager/ Senior Executive, Patient Experience and Culture Office

Ng Teng Fong General Hospital; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading healthcare institution seeks a dedicated professional for the Patient Experience and Culture Office. The role involves enhancing patient experiences through recognition initiatives and supporting care management. Ideal candidates should have relevant qualifications and experience in healthcare administration, with strong communication and problem-solving skills.

Qualifications

• Minimum 3 to 5 years working experience in healthcare.
• At least 2 years of administrator experience in a healthcare organization.
• Meticulous and detail-oriented.

Responsibilities

• Support Patient Experience Awards lead in recognition initiatives.
• Implement plans to elevate patient experience across all touchpoints.
• Support the Care and Protection Team in managing incidents.

Skills

Analytic problem-solving

Communication

Interpersonal skills

Attention to detail

Education

Diploma or Degree in relevant discipline

Job description

Overview of Position

Play an important role in the success of JHC Patient Experience and Culture Office (PECO) through deployment of the Patient Experience and Culture plans through collaboration with multiple internal and external stakeholders that deliver the Incredible Care to the patients, families, community and the employees.

Responsibilities

Patient Experience (70%)

• Support Patient Experience Awards lead in implementing reward and recognition initiatives for exemplary staff that provide great patient experience:

  - develop and produce communication collaterals. i.e. articles or newsletter showcasing exemplary patient experience stories, submission of awards, etc.

  - maintain communication channels, internally and externally, that feature the exemplary staff.

  - coordinate monthly and annual patient experience award recognition to staff.

  - Implement plans and processes to elevate the patient experience across all touchpoints, including emergency department, inpatient, outpatient, and community hospital.

  - Support the Office in maintaining and co-designing the Office’s intranet.

  - Support data analyst with basic analysis of patient experience data.

  - Support the Office administratively on patient experience feedback management and patient, next-of-kin, caregivers and staff related engagement events.

  - Develop and maintain good relationship with all internal and stakeholders.

  - Readiness to take on ad-hoc assignments assigned by HoD and RO.

Care and Protection (30%)

• Support the JHC Care and Protection Team (CPT) in monitoring and managing incidents of abuse and harassment, functioning primarily as secretariat to the Team, ensuring smooth functioning of the CPT.

• Be familiar with JHC policy and processes around management of Abuse and Harassment.

Requirements

• Diploma or Degree in any relevant discipline with a minimum of 3 to 5 years of working experience in healthcare.

• Minimum 2 years of administrator experience working in healthcare organisation particularly in matrix reporting and coordination work.

• Meticulous and detail-oriented

• Aptitude in analytic problem-solving skills and design thinking (understanding user needs and iteratively creating solutions)

• Strong written, communication and interpersonal skills with the ability to interact effectively with patients,families and colleagues.

• Empathetic, patient, and able to handle sensitive situations with professionalism and discretion.

• Ability to work independently as well as part of a team, demonstrating initiative and a commitment to providing high quality services.