Manager, Patient Experience

Singapore General Hospital; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading healthcare institution in Singapore seeks a highly experienced manager to enhance patient experience initiatives. The ideal candidate will possess a proven track record in customer service operations, demonstrate leadership skills, and excel in stakeholder engagement, with extensive experience managing service culture.

Qualifications

• At least 8 years in customer/patient service operations, with 2 in a managerial role.
• Proven experience in service training development and evaluation.
• Fluent in English and a second language, excellent writing skills.

Responsibilities

• Plan initiatives to enhance patient experience and culture.
• Lead feedback management process and engage various stakeholders.

Skills

Customer service operations

Service culture

Conflict resolution

Data analytics

Presentation

Planning and organisation

Interpersonal skills

Education

Recognised Degree

Job description

Job Responsibilities

You are responsible for planning initiatives aimed at improving patient experience and building a patient-centric culture. You will lead and are also accountable for the feedback management process, including service recovery and active engagement of staff, patients and caregivers.

Job Requirements

• Recognised Degree with at least 8 years of working experience in customer / patient service operations, including a minimum of 2 years in a managerial capacity
• Must have a proven track record in building a service culture
• Experience in developing, evaluating and conducting service training is essential
• Strong command of English language and a second language
• Proficient in writing and editing
• Adept in conflict resolution, data analytics and presentation
• Excellent planning and organisation skills
• Independent, resourceful and able to handle multiple projects
• Excellent interpersonal skills, skilful in managing multiple stakeholders