Executive, Patient Relations

Recruit Express Pte Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare provider in Singapore is seeking a Patient Relations Executive to enhance the patient and family experience by managing feedback and service recovery. You will serve as a liaison between patients and hospital departments, ensuring timely communication and resolution of concerns. Ideal candidates should possess strong communication skills, empathy, and a relevant educational background. The role offers an opportunity to make a significant impact on service quality and patient satisfaction.

Qualifications

• Experience in patient relations or customer service is preferred.
• Strong interpersonal and communication skills.
• Ability to handle sensitive information professionally.

Responsibilities

• Manage patient feedback and suggestions effectively.
• Coordinate with clinical teams for service recovery.
• Analyze trends in patient feedback for improvement.

Skills

Patient Advocacy

Communication skills

Problem-solving

Empathy

Conflict resolution

Education

Relevant diploma or degree

Job description

(East Hospital) Executive, Patient Relations / Feedback Management (Upo 4.5K) #HJC

Job Summary

The Patient Relations Executive plays a key role in enhancing patient and family experience in the community hospital by managing feedback (complaints, compliments, and suggestions, etc), and service recovery. The role serves as a liaison between patients, families, clinical teams, and hospital departments to ensure timely resolution of concerns, clear communication, and continuous improvement in service quality.

Key Responsibilities

Patient Feedback Management

• Receive, assess, and manage patient and family feedback (complaints, compliments, suggestions, etc) through various channels (e.g. emails, online surveys, calls, walk-ins, etc).
• Conduct timely follow‑ups with patients and families to acknowledge concerns, clarify issues, and provide updates.
• Coordinate investigations with clinical and non‑clinical departments to ensure accurate fact‑finding and appropriate responses.
• Draft clear, empathetic, and professional written and verbal responses in accordance with institutional policies and service standards.
• Support service recovery efforts to address patient concerns and restore trust.
• Coordinate and facilitate family conferences between the relevant department(s)’ in‑charge and patients/families, including minute‑taking for internal circulation and providing a formal closure response to the patients/families.

Stakeholder Coordination & Communication

• Act as a neutral liaison between patients/families and hospital department(s) to facilitate understanding and resolution of issues.
• Engage doctors, nurses, allied health, and support services to ensure coordinated and patient‑centred responses.
• Escalate complex or high‑risk cases to management appropriately and in a timely manner.

Reporting & Quality Improvement

• Maintain accurate documentation and logs of feedback, complaints, and outcomes.
• Analyze trends, recurring issues, and service gaps, and prepare reports for management review.
• Provide insights and recommendations to support service improvement initiatives and patient experience strategies.

Patient Advocacy & Service Excellence

• Advocate for patients’ perspectives while balancing organizational policies and clinical considerations.
• Promote service excellence, empathy, and professionalism in patient interactions.
• Support hospital initiatives related to patient experience, accreditation, and service quality.

Compliance & Governance

• Ensure compliance with response timelines, documentation standards, and institutional or regulatory requirements.
• Maintain confidentiality and professionalism in handling sensitive patient information.

TELE me at @jacechooo or WA me at https://wa.me/[phone] NOW!

Interested candidates please submit your resume to [e-mail]

Jace Choo Oi Kei
Personnel EA License No.: R1875164
Recruit Express Pte Ltd (EA Licence No.: 99C4599)