Patient Experience & Service Excellence Lead

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD is seeking a dynamic professional to enhance patient experience and strengthen community engagement across healthcare settings. You will manage patient feedback, lead service recovery efforts, and run engagement campaigns to improve care experiences.

The role involves collaborating with frontline staff, conducting focus groups, and delivering insights through reports to support service improvements across multiple locations.

Qualifications

• Degree qualification with 2-3 years of experience in healthcare, hospitality, customer relations, or service-related industries.
• Customer-centric attitude with strong interpersonal skills and confidence engaging stakeholders at all levels.
• Comfortable managing campaigns and activities across different locations.
• Able to interpret data, analyze trends, and support reporting needs.

Responsibilities

• Manage patient feedback and related matters, including investigations, service recovery, follow-up actions, response drafting, and reporting.
• Engage patients to gather feedback and identify opportunities for service improvement and enhanced patient experience.
• Partner with frontline staff and stakeholders to address feedback issues and support service recovery initiatives.
• Facilitate patient engagement activities such as focus group sessions and community outreach initiatives.
• Prepare reports, analyse feedback trends, and share insights with management and relevant departments.
• Build and maintain positive relationships with patients, caregivers, healthcare professionals, and internal teams.
• Identify meaningful stories and contribute content for internal newsletters and engagement communications.
• Drive on-ground campaigns and service improvement initiatives across multiple locations.
• Support ad-hoc projects and departmental initiatives as assigned.

Skills

Interpersonal skills

Customer relations

Communication

Data analysis

MS Office

Education

Degree

Tools

SharePoint

MS Office

Job description

RECRUIT EXPRESS PTE LTD is seeking a dynamic professional to enhance patient experience and strengthen community engagement across healthcare settings. You will manage patient feedback, lead service recovery efforts, and run engagement campaigns to improve care experiences.

The role involves collaborating with frontline staff, conducting focus groups, and delivering insights through reports to support service improvements across multiple locations.