Manager, Visitor Experience Services

Tan Tock Seng Hospital; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading healthcare institution in Singapore seeks a professional to oversee visitor facilitation and manage adherence to hospital policies. The role involves leading an Executive team and a Patient Information Associate team to ensure smooth operations, resolve complaints, and maintain high standards of service. Candidates should have a Bachelor's degree and a minimum of 5 years of relevant supervisory experience. Strong interpersonal and communication skills are essential for success in this fast-paced environment.

Qualifications

• At least 5 years of supervisory experience in customer service, operations, or estate management.
• Experience in managing large teams and handling complex complaints professionally.
• Self-driven with the ability to adapt to rapid changes in a fast-paced environment.

Responsibilities

• Oversee daily operations of visitor facilitation in accordance with policy.
• Manage compliance of visitors to HCN Visitation Policy.
• Resolve visitor feedback and complaints promptly.

Skills

Excellent interpersonal skills

Communication skills

Ability to manage large teams

Empathy in handling complaints

Ability to work in fast-paced environments

Education

Bachelor's degree

Job description

Position Overview

Reporting to the Assistant / Deputy Director, Hospitality & Environmental Services, you will assist to achieve the divisional goals and approved operational performance (including KPIs, objectives and budgetary goals). You will be leading and managing an Executive team and Patient Information Associate (PIA) team in HealthCity Novena (HCN), overseeing the daily operations of the following:

• Facilitation of inpatient visitors in accordance to the HCN Visitation Policy
• Manage and enforce visitors’ compliance to the HCN Visitation Policy
• Manage and resolve visitors’ feedback/complaints arising from the department’s operations promptly. Offer service recovery if necessary.

You will also assist to support Director on behalf of the Deputy Director during his/her absence to ensure smooth running of the daily operations. You will also assist and support other departments within the division and designated secretariat roles assigned to the division.

Qualifications

• Bachelor degree with preferably at least 5 years of supervisory experience in customer service, operations, estate management and related functions
• Excellent interpersonal and communication skills
• Experience in managing large teams, handling complex complaints with empathy, ease and professionalism
• Advocate change and is self-driven and enjoys working in a fast pace environment
• Ability to respond quickly to rapid changing situations and make effective decisions with minimum supervision