Patient Experience Manager — Service Excellence & Improvement

Tan Tock Seng Hospital; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Tan Tock Seng Hospital is seeking a dynamic Sr Asst Manager / Manager, Patient Experience Unit within the Quality Service Management (QSM) team. You will lead initiatives to enhance patient experiences, engage patients and caregivers, and drive service excellence across the hospital.

Responsibilities include implementing service improvement programmes, analysing feedback, and translating insights into practical improvements using Lean, Service Design and Design Thinking methodologies, with a

Qualifications

• Passion for improving healthcare experiences
• Strong ability to engage diverse stakeholders
• Analytical with ability to translate insights into action
• Experience with project Management and collaborative work environments
• Familiarity with lean and service design methodologies
• Experience in healthcare quality improvement is advantageous

Responsibilities

• Support implementation of service excellence and patient experience initiatives
• Facilitate patient and caregiver engagement activities and collect feedback
• Review and manage patient feedback and service recovery efforts
• Analyse data sources to identify trends and improvement opportunities
• Translate insights into practical service improvements using Lean, Service Design and Design Thinking
• Support programme evaluation, impact measurement and reporting

Skills

Project management

Stakeholder engagement

Facilitation

Data analysis

Lean

Service Design

Design Thinking

Job description

Tan Tock Seng Hospital is seeking a dynamic Sr Asst Manager / Manager, Patient Experience Unit within the Quality Service Management (QSM) team. You will lead initiatives to enhance patient experiences, engage patients and caregivers, and drive service excellence across the hospital.

Responsibilities include implementing service improvement programmes, analysing feedback, and translating insights into practical improvements using Lean, Service Design and Design Thinking methodologies, with a