Manager, Patient Experience and Volunteer Services (Healthcare/NPO)

RecruitFirst Pte. Ltd; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Manager for Service Quality and Volunteer Management. This role focuses on enhancing patient experiences through innovative strategies and effective volunteer engagement. The ideal candidate will lead initiatives to analyze feedback, improve service quality, and drive operational efficiency. With a strong emphasis on teamwork and communication, this position offers an exciting opportunity to make a meaningful impact in the healthcare sector. Join a forward-thinking organization committed to excellence in patient care and volunteer management.

Qualifications

• 5-8 years of experience in stakeholder and project management.
• Energetic leader with strong communication and organizational skills.

Responsibilities

• Create strategies to improve patient experience across healthcare touchpoints.
• Design and manage volunteer programs to enhance patient care.

Skills

Stakeholder Management

Project Management

Interpersonal Skills

Communication Skills

Organizational Skills

Team Management

Planning and Execution

Data Analysis

Education

Tertiary Qualification

Tools

Data Management Systems

Job description

Manager, Service Quality & Volunteer Management

Mon-Fri: Working hours

Job Scope:

• Improve Patient Experience
  – Create and carry out strategies that make patients feel more cared for and supported across all touchpoints in their healthcare journey.

• Volunteer Program Management
  – Design and run volunteer engagement programs to ensure volunteers are meaningfully involved in enhancing the patient experience.

• Use Feedback to Improve Quality
  – Analyze data from patient surveys, compliments, and complaints to identify trends and work with hospital leaders to improve services.

• Increase Volunteer Involvement
  – Partner with internal teams and external groups (e.g., community partners) to create roles for volunteers that align with patient care goals.

• Handle Feedback and Complaints
  – Respond quickly to issues raised by patients or caregivers, including investigating and managing service recovery efforts.

• Drive Operational Efficiency
  – Innovate new processes or improve existing ones to make the care journey more seamless and efficient.

• Recognize Staff and Volunteers
  – Create structured programs to appreciate and recognize contributions, encouraging loyalty and motivation.

• Manage Data Systems
  – Oversee tools/systems that track service quality and volunteer activities to ensure accurate records and reporting.

• Report to Committees
  – Provide regular reports on service quality and volunteer performance to internal committees for governance and improvement planning.

Requirements:

• Qualifications from a recognized tertiary institution.

• Minimum of 5 to 8 years of relevant experience in stakeholder and/or project management.

• Energetic leader with good interpersonal, communication and organizational 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 the organization.

• 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.

• Singaporeans only.

Wang Chloe | R23118712
RecruitFirst Pte Ltd (13C6342)