Executive, Patient Relations Service

St. Andrew's Community Hospital; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

St. Andrew's Community Hospital is seeking a Patient Relations Executive to enhance patient and family experience by managing feedback and guiding service recovery. You will liaise between patients, families, clinical teams, and departments to ensure timely resolution and clear communication.

The role emphasizes compassionate communication, documentation, and collaboration across multidisciplinary teams to drive continuous service improvements and patient advocacy.

Qualifications

• Bachelor’s degree in Healthcare Management, Business Administration, Communications/Public Relations, Social Work, Psychology or related disciplines.
• Minimum 1–3 years of experience in patient relations, patient experience, customer service, or service recovery in healthcare or public sector environments.
• Strong verbal and written communication skills with empathy and professionalism in emotionally charged situations.
• Ability to analyse issues, use sound judgement, and recommend actions.

Responsibilities

• Receive, assess, and manage patient and family feedback through multiple channels.
• Follow up with patients and families to acknowledge concerns and provide updates.
• Coordinate investigations with clinical and non-clinical departments for accurate responses.
• Draft clear, empathetic written and verbal responses per policies and service standards.
• Support service recovery and restore trust with patients and families.
• Coordinate family conferences and minute-taking for internal closure responses.
• Escalate complex or high-risk cases to management in a timely manner.
• Maintain documentation and logs of feedback, outcomes, and improvements.
• Provide insights to support patient experience initiatives and service quality.

Skills

Verbal communication

Empathy

Interpersonal skills

Documentation

Follow-up

Judgement

Written communication

Teamwork

Independence

Microsoft Office

Education

Healthcare Management

Business Administration

Communications/Public Relations

Social Work

Psychology

Tools

MS Office

Job description

Job Description & Requirements

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.

Job Requirements

Education:

Bachelor’s Degree in:

• Healthcare Management
• Business Administration
• Communications/ Public Relations
• Social Work, Psychology, or related disciplines

Experience:

Minimum 1-3 years of relevant experience in:

• Patient relations / patient experience
• Customer service or service recovery roles
• Healthcare, social service, or public sector environments

Skills & Competencies:

• Strong verbal and communication skills.
• Ability to communicate with empathy, professionalism, and sensitivity in emotionally charged situations.
• Good interpersonal skills with ability to work collaboratively across multidisciplinary teams.
• Strong organizational, documentation, and follow-upskills.
• Ability to analyze issues, exercise sound judgement, and recommend appropriate actions.
• Excellent written skills for professional correspondence and reports.
• Proficient in Microsoft Office.
• Empathetic, patient-focused, and service-oriented.
• Team-oriented with the ability to work independently.