Manager, Patient Experience

KK Women's & Children's Hospital; Singapore; On-site; USD 80,000 - 110,000; Full time

Job summary

A leading hospital is seeking a Manager for Patient Service Operations, responsible for enhancing patient experience and implementing a service culture. The ideal candidate will have extensive experience in customer service leadership and a proven ability to manage multiple projects and stakeholders.

Qualifications

• Minimum 8 years of working experience in customer/patient service operations, including 2 years in a managerial role.
• Proven track record in building a service culture.
• Experience in developing and conducting service training.

Responsibilities

• Plan initiatives to improve patient experience and foster a patient-centric culture.
• Lead feedback management and service recovery processes.
• Engage staff, patients, and caregivers actively.

Skills

Customer Service

Conflict Resolution

Data Analytics

Presentation

Planning

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