Executive, Patient Relations Service

St. Andrew's Community Hospital; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

St. Andrew's Community Hospital is seeking a Patient Relations Executive to enhance patient and family experience through effective feedback management and liaison with clinical teams. The role focuses on timely resolution, clear communication, and continuous service improvement.

Key duties include coordinating investigations, drafting professional responses, and supporting service recovery. Candidates should have 1–3 years in patient relations or related healthcare roles and strong

Qualifications

• Healthcare Management, Business Administration or related discipline.
• Strong communication and interpersonal skills.
• Empathy and professionalism in sensitive situations.

Responsibilities

• Manage patient and family feedback across channels (email, calls, surveys, walk-ins).
• Follow up promptly with patients to acknowledge concerns and provide updates.
• Coordinate investigations with clinical and non-clinical teams for responses.
• Draft empathetic written and verbal responses per policy.
• Support service recovery and patient experience initiatives.
• Facilitate family conferences and provide closure responses.

Skills

Strong communication

Empathy & professionalism

Interpersonal skills

Organizational & documentation

Analytical thinking

Education

Healthcare Management

Business Administration

Communications/Public Relations

Social Work / Psychology

Tools

Microsoft 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:

• 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.