Patient Experience & Volunteer Partnerships Lead

NHG Health; Singapore; On-site; SGD 50,000 - 78,000; Full time

Job summary

National Healthcare Group Polyclinics, the primary care arm of NHG Health, seeks a Service Leadership & Patient Relations professional to translate patient feedback into actionable improvements across clinics. You will support the Volunteer Corporate Office, design engagement activities, and help steer service standards that enhance patient experience.

You will work closely with clinics and departments to coordinate surveys, focus groups, and service audits, producing insights and dashboards for

Qualifications

• Bachelor’s degree in a relevant discipline (healthcare admin, business, communications, social sciences, community development).
• Experience in patient/public relations, service quality, customer experience or volunteer management; healthcare exposure is advantageous.
• Strong written and verbal communication with empathy and professionalism.
• Analytical and problem-solving skills to translate feedback into actionable improvements.
• Good project and stakeholder management across multiple workstreams and teams.

Responsibilities

• Manage complaints, compliments, and feedback with accurate documentation.
• Engage patients and families with empathy; coordinate investigations and responses.
• Analyze patient experience data to identify trends and gaps affecting care.
• Translate feedback into insights and service improvement priorities.
• Plan and administer patient experience surveys, focus groups and audits.
• Prepare reports and dashboards on patient feedback and risks.
• Collaborate to establish service standards and improvement initiatives.
• Support volunteer lifecycle, outreach, onboarding, deployment and recognition.
• Coordinate patient advisory councils and partnerships with clinics and community groups.

Skills

Customer service

Patient relations

Volunteer management

Communication

Project management

Data analysis

Education

Bachelor's degree in healthcare administration or related

Tools

Excel

PowerPoint

Power BI

Qualtrics

M365 CRM

Job description

National Healthcare Group Polyclinics, the primary care arm of NHG Health, seeks a Service Leadership & Patient Relations professional to translate patient feedback into actionable improvements across clinics. You will support the Volunteer Corporate Office, design engagement activities, and help steer service standards that enhance patient experience.

You will work closely with clinics and departments to coordinate surveys, focus groups, and service audits, producing insights and dashboards for