Patient Experience Strategy Lead

Khoo Teck Puat Hospital; Singapore; On-site; SGD 45,000 - 75,000; Full time

Job summary

Khoo Teck Puat Hospital is seeking a dedicated professional to lead patient experience improvement initiatives and manage the feedback loop across clinical and support teams. The role involves designing strategies, tracking KPIs, and coordinating monthly PSD discussions to drive service excellence.

Ideal candidates will have a basic degree, 2+ years in service-related roles, strong communication skills, and proficiency in MS Office.

Qualifications

• Basic degree required.
• Minimum 2 years of work experience, preferably in service-related positions.
• Be comfortable in approaching and managing difficult customers.
• Possess positive attitude, initiative and keenness to learn.
• Possess good interpersonal and communication skills.
• Must be a good team player and be willing to be on call to attend to emergencies after office hours.
• Be competent in professional writing

Responsibilities

• Identify, plan, design and implement patient experience improvement strategies.
• Ensure effective and efficient customer feedback management in alignment with the hospital’s strategic plans.
• Develop and monitor key performance indicators to ensure that feedback is addressed in a timely and appropriate manner.
• Identify service discrepancy and work on process improvement.
• Provide written replies to feedback.
• Coordinate, organise and follow up monthly Patient-Staff Dialogues (PSD) discussions, and provide and present monthly PFG report.
• Work closely with the clinical teams and other support departments to improve service workflows and patient services.

Skills

Interpersonal communication

Customer handling

Teamwork

Written communication

On-call readiness

Education

Basic Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Statistics

Job description

Khoo Teck Puat Hospital is seeking a dedicated professional to lead patient experience improvement initiatives and manage the feedback loop across clinical and support teams. The role involves designing strategies, tracking KPIs, and coordinating monthly PSD discussions to drive service excellence.

Ideal candidates will have a basic degree, 2+ years in service-related roles, strong communication skills, and proficiency in MS Office.