Manager, Patient Experience

ST LUKE'S HOSPITAL; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

A leading healthcare provider in Singapore seeks a passionate leader to enhance the patient experience through innovative strategies, effective volunteer engagement, and continuous quality improvements. Ideal candidates should possess strong interpersonal and organizational skills, with experience in stakeholder management within the health and social care sectors.

Qualifications

• Minimum of 5 to 8 years in stakeholder/project management.
• Experience in health/social care or non-profit sectors is a plus.
• Ability to communicate in vernacular languages is an advantage.

Responsibilities

• Lead the development and implementation of patient experience strategies.
• Manage volunteer engagement programs to enhance patient care quality.
• Utilize patient feedback to drive continuous quality improvements.
• Oversee IT and data management systems for service quality.

Skills

Interpersonal skills

Communication skills

Organisational skills

Planning

Execution

Education

Qualifications from a recognised tertiary institution

Job description

Reporting to the Head, Corporate Communications & Partnerships, you will lead a synergistic team that cultivates a culture of service excellence, focusing on collaboration, continuous learning, and innovation to provide patients with the best experience in SLH.

Job Role and Responsibilities:

· Develop and implement strategies and processes to elevate the patient experience across all touchpoints, including inpatient, outpatient, and community care, involving staff and volunteers.

· Create and manage volunteer engagement programs that enhance their role in improving patient experience and overall care quality.

· Utilize patient feedback from surveys, complaints, and compliments to identify trends and collaborate with hospital leadership to drive continuous quality improvements.

· Increase volunteer participation by collaborating with both external and internal stakeholders to design meaningful roles that complement professional healthcare services and contribute to better patient outcomes.

· Respond promptly and effectively to feedback from patients, caregivers, and volunteers, managing investigations, de-escalation, and service recovery as needed.

· Innovate strategies and processes to enhance operational efficiency and promote a seamless, integrated care experience for patients.

· Establish and implement a structured recognition program to celebrate the contributions of staff and volunteers, fostering long-term commitment to service excellence.

· Oversee IT and data management systems for service quality, volunteer management, and impact analysis to ensure accurate tracking and reporting of outcomes.

· Provide monthly reports on service quality feedback and results, and volunteer management, to relevant oversight committees, ensuring transparency and accountability in performance.

Job Requirements:

· Qualifications from a recognised tertiary institution with a minimum of 5 to 8 years of relevant experience in stakeholder and/or project management.

· Energetic leader with good interpersonal, communication and organisational skills with proven team management experience.

· Strong planning and execution abilities to drive processes and delivery of objectives.

· A team player with initiative and desire to support the vision and mission of St Luke’s Hospital (SLH).

· Ability to communicate in vernacular languages is a plus.

· Experience in health and social care and/or non-profit sector, service quality and volunteer management will be an advantage.