Associate, Service Quality

ANG MO KIO - THYE HUA KWAN HOSPITAL LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Ang Mo Kio-Thye Hua Kwan Hospital Ltd is seeking a proactive individual to handle patient feedback and complaints, enhance patient engagement, and manage lobby operations. The role involves monitoring CRM cases, collecting feedback, and conducting hospital tours while maintaining excellent service standards. The ideal candidate should have a minimum of A-level education with at least 6 years' relevant experience and possess strong interpersonal and communication skills. If you are adaptable and service-oriented, we invite you to apply.

Qualifications

• Minimum A-level with 6 years of relevant experience.
• Proficient in Microsoft Office.
• Team player with good interpersonal and communication skills.
• Service-oriented and adaptable.

Responsibilities

• Handling feedback, complaints and enquiries at the hospital front lobby counter.
• Monitor CRM cases and ensure timely closure.
• Resolve feedback/complaints as assigned by supervisors.
• Collect feedback forms and identify patient needs.
• Perform ward walk-about to gather feedback and improve satisfaction.
• Compile monthly records of complaints and compliments.
• Manage front lobby condition and oversee visitor experience.
• Conduct hospital tours and assist visitors.

Skills

Interpersonal skills

Communication skills

Microsoft Office

Education

A-level

Job description

Responsibilities

1. Handling feedback, complaints and enquiries:

· Attend to general telephone enquiries, emails and walk-in enquiries at hospital front lobby counter

· Monitor CRM cases and ensure timely closure.

· Resolve feedback/complaints as assigned by supervisors.

· Draft service replies for supervisor vetting.

2. Patient engagement:

· Collect feedback forms from all feedback boxes on weekly basis, and assist to resolve all general feedback.

· Identify and assess patient’s needs through feedback forms collected.

· Present complex feedback to supervisor for next course of action.

· Perform ward walk-about to garner feedback (Written & Verbal), and help to improve patients’ satisfaction on service lapses.

· Collate compliments received from NOK/Patients

3. Documentation & records keeping:

· To collate monthly compliments based on individual departments

· To collate monthly complaints based on individual departments

· To provide the monthly figures of compliments & complaints with contents to respective HODs

· To identify and provide figures on recurring trends or spikes in feedback to supervisors for assessment

· Compile physical records on a monthly basis

4. Manage front lobby Level 1 counter:

· Oversee overall condition of Level 1 Lobby (Cleanliness, wet weather conditions) to ensure visitor safety and experience.

· Receive non-monetary donations.

· Sort mail for respective departments.

5. Conduct Hospital Tours:

· Contact visitors to schedule visits.

· Conduct tour with Introduction of hospital facilities (Eg. Day Rehab, Dialysis Centre) and attend to inquiries from visitor.

· Inform Admission team to follow up on request by visitors.

Requirements

• Minimum A-level with 6 years of relevant experience.

• Proficient in Microsoft Office.

• Team player with good interpersonal and communication skills.

• Service-oriented and adaptable