Manager, Patient Experience

Singapore National Eye Centre; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading healthcare institution in Singapore seeks a skilled professional to enhance patient experience through effective service culture initiatives. The candidate will be accountable for managing the feedback process and facilitating communication among staff, patients, and caregivers, contributing to a patient-centric environment.

Qualifications

• At least 8 years in customer/patient service operations with 2 years in management.
• Experience in service training development and evaluation.
• Strong command of English and a second language required.

Responsibilities

• Plan initiatives for enhancing patient experience and service culture.
• Lead feedback management and service recovery processes.
• Engage actively with staff, patients, and caregivers.

Skills

Customer service

Service culture building

Conflict resolution

Data analytics

Presentation skills

Planning and organization

Education

Recognised Degree

Job description

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National Neuroscience Institute of Singapore

Job Category: Administration

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