Patient Experience & Service Excellence Lead

Eastern General Hospital; Singapore; On-site; SGD 33,000 - 60,000; Full time

Job summary

Eastern General Hospital seeks a dedicated team member to support the feedback management process. You will collect, track, coordinate investigations, and ensure timely follow-up for resolution and service recovery, while consolidating data for regular trend reports.

You will assist in organizing service training, enhance staff capabilities, improve patient communication, and coordinate with internal and external stakeholders on improvement initiatives, including recording minutes and preparing

Qualifications

• Bachelor's Degree in any discipline.
• Minimum 2 years' experience in customer service/patient experience operations.
• Familiar with basic data tracking and presentation software.

Responsibilities

• Assist in organizing service training programmes and enhancing staff capabilities.
• Support improvements in patient communication, including handling difficult situations.
• Help implement service excellence initiatives and coordinate with internal and external stakeholders on improvement efforts.
• Provide administrative support (record meeting minutes and prepare relevant materials).

Skills

Customer service

Patient experience operations

Empathy

Education

Bachelor's degree

Tools

Presentation software

Job description

Eastern General Hospital seeks a dedicated team member to support the feedback management process. You will collect, track, coordinate investigations, and ensure timely follow-up for resolution and service recovery, while consolidating data for regular trend reports.

You will assist in organizing service training, enhance staff capabilities, improve patient communication, and coordinate with internal and external stakeholders on improvement initiatives, including recording minutes and preparing