Patient Relations Exec: Experience & Service Improvement

St. Andrew's Community Hospital; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

St. Andrew's Community Hospital is seeking a Patient Relations Executive to enhance patient and family experience by managing feedback and guiding service recovery. You will liaise between patients, families, clinical teams, and departments to ensure timely resolution and clear communication.

The role emphasizes compassionate communication, documentation, and collaboration across multidisciplinary teams to drive continuous service improvements and patient advocacy.

Qualifications

• Bachelor’s degree in Healthcare Management, Business Administration, Communications/Public Relations, Social Work, Psychology or related disciplines.
• Minimum 1–3 years of experience in patient relations, patient experience, customer service, or service recovery in healthcare or public sector environments.
• Strong verbal and written communication skills with empathy and professionalism in emotionally charged situations.
• Ability to analyse issues, use sound judgement, and recommend actions.

Responsibilities

• Receive, assess, and manage patient and family feedback through multiple channels.
• Follow up with patients and families to acknowledge concerns and provide updates.
• Coordinate investigations with clinical and non-clinical departments for accurate responses.
• Draft clear, empathetic written and verbal responses per policies and service standards.
• Support service recovery and restore trust with patients and families.
• Coordinate family conferences and minute-taking for internal closure responses.
• Escalate complex or high-risk cases to management in a timely manner.
• Maintain documentation and logs of feedback, outcomes, and improvements.
• Provide insights to support patient experience initiatives and service quality.

Skills

Verbal communication

Empathy

Interpersonal skills

Documentation

Follow-up

Judgement

Written communication

Teamwork

Independence

Microsoft Office

Education

Healthcare Management

Business Administration

Communications/Public Relations

Social Work

Psychology

Tools

MS Office

Job description

St. Andrew's Community Hospital is seeking a Patient Relations Executive to enhance patient and family experience by managing feedback and guiding service recovery. You will liaise between patients, families, clinical teams, and departments to ensure timely resolution and clear communication.

The role emphasizes compassionate communication, documentation, and collaboration across multidisciplinary teams to drive continuous service improvements and patient advocacy.