Manager, Patient Relations

UPPER SPRING CONSULTING PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare consulting firm in Singapore seeks an experienced manager for patient relations service. Responsibilities include establishing contact with patients, implementing workflows for enhancing patient experiences, and supervising the Patients Relations Team. Candidates should have a Diploma/Degree in public relations or related fields, with at least 5 years of managerial experience. Strong interpersonal and public relations skills are essential for this role.

Qualifications

• Minimum 5 years relevant experience in a managerial role.
• Preferably has relevant working experience in hospitality or public relations.

Responsibilities

• Establish contact with patients and families upon admission.
• Implement workflow for positive patient experience.
• Supervise and mentor the Patients Relations Team.

Skills

Interpersonal relationship skills

Public relations

Organisational ability

Counseling

Resilience

Education

Diploma/Degree in public relations, communications, or counselling

Job description

We are assisting our client, an established hospital group, to search for an experienced manager for patient relations service.

Responsibilities

• To establish contact with patients and their families at the point of referral or upon admission to the wards.
• To be the point person of the hospital for the patients and their families.
• To implement workflow to ensure a positive experience at every touch point with patients and their families.
• To identify the caregiver's stress and discern sensitive issues and offer counsel/suggestions to solve the problem or to handle the situation.
• Identify and assist/support staff and HODs who are struggling with patient relations and communication issues.
• To supervise, train and mentor the team of Ward Ambassadors who are part of the Patients Relations Team.
• To review and assist in handling feedback received through the Patients Feedback Form
• To work with Corporate Communications, Pastoral Care Services and Nursing in organizing patient engagement events.
• To develop programmes and events to promote patients’ engagement and improve patient’s experience.
• To proactively identify caregivers' stress and engage caregivers in conversations to offer empathy and support, solutions and resources that will enable them to cope better.
• To collaborate with external agencies like Caregivers Alliance in supporting the caregivers and post-discharge follow-up.
• To provide training in dementia care to staff as well as to caregivers.
• To carry out duties and responsibilities that may be assigned from time to time.

Requirements

• Diploma/Degree or training in public relations, communications and counselling.
• Preferably has relevant working experience in hospitality or public relations or caregiver support and counselling.
• Minimum 5 years relevant experience in a managerial role.
• Independent, dependable, self-motivated, creative, warm, outgoing and has good interpersonal relationship skills.
• Strong in public relations and client experience or areas of support and counselling.
• Good organisational ability is resourceful and can carry out positive communications and rapport building to enhance patients' experience of the hospital services.
• Mature in disposition, able to cope with changes and demanding situations.
• Able to discern sensitive issues and offer reasonable guidance/suggestions to solve the problem or handle the situation.
• Resilient, calm and exercises sound judgement to overcome a crisis and prevent/minimise any negative impact on the organisation's image and staff morale.