Manager, Patient Experience (Lead, Service Quality & Volunteer Management)

GMP Technologies; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

GMP Technologies is seeking a Manager, Patient Experience to lead a team focused on service excellence and volunteer programs. You will collaborate with hospital leadership to enhance patient journeys across all touchpoints, leveraging feedback to drive improvements and recognition initiatives.

The role requires seasoned leadership, stakeholder management, and a passion for improving health care delivery in a dynamic environment.

Qualifications

• Minimum 5–8 years in stakeholder and/or project management.
• Energetic leader with strong interpersonal, communication and organisational skills.
• Experience in health and social care and/or non-profit sector is advantageous.

Responsibilities

• Develop and implement strategies to elevate patient experience across inpatient, outpatient, and community care.
• Create and manage volunteer engagement programs to support patient experience and care quality.
• Utilise patient feedback from surveys, complaints, and compliments to drive continuous quality improvements with hospital leadership.
• Increase volunteer participation by designing meaningful roles with external and internal stakeholders.
• Respond promptly to feedback, manage investigations, de-escalation, and service recovery as needed.
• Oversee IT and data management systems for service quality, volunteer management, and impact reporting.

Skills

Stakeholder management

Project management

Leadership

Communication

Healthcare familiarity

Education

Bachelor's degree in related field

Job description

Manager, Patient Experience (Lead, Service Quality & Volunteer Management)

Job Openings Manager, Patient Experience (Lead, Service Quality & Volunteer Management)

About the job Manager, Patient Experience (Lead, Service Quality & Volunteer Management)

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.

Job Responsbilities

• 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 the hospital.
• 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.

Only shortlisted candidate will be notified.