Patient Experience & Service Excellence Manager

NHG Health; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

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

The role focuses on implementing patient experience programmes, gathering feedback, using Lean, Service Design and Design Thinking to translate insights into practical improvements, and collaborating with clinicians and operations to enhance care.

Qualifications

• 5+ years of relevant working experience.
• Experience in healthcare, patient experience, service improvement, project management or related fields.
• Experience in stakeholder engagement, workshop facilitation or quality improvement would be advantageous.

Responsibilities

• Support the implementation of service excellence and patient experience initiatives, including the Service Champion Programme and Bridge@TTSH.
• Facilitate patient and caregiver engagement activities to gather voices and translate insights into service improvements.
• Support review and management of patient feedback and service recovery efforts across the continuum of care.
• Analyse patient feedback, survey findings and data to identify trends and opportunities for improvement.
• Work with patients, clinicians and stakeholders to translate insights into practical service improvements using Lean, Service Design and Design Thinking.
• Support evaluation, impact measurement and reporting to demonstrate outcomes.

Skills

Project management

Facilitation

Collaboration

Lean

Service Design

Design Thinking

Stakeholder engagement

Workshop facilitation

Quality improvement

Job description

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

The role focuses on implementing patient experience programmes, gathering feedback, using Lean, Service Design and Design Thinking to translate insights into practical improvements, and collaborating with clinicians and operations to enhance care.