Senior / Assistant Manager, Feedback Tier 1 (Office of Patient Experience)

Singapore General Hospital; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Singapore General Hospital is seeking an Assistant Manager to handle patient feedback, document responses in line with ISO procedures, and convey care and empathy to patients and families. The role requires calm handling of emotionally charged situations and strong coordination across hospital departments for service recovery.

The successful candidate will combine clinical discipline with solid IT and TQM skills to drive continuous improvement in the Feedback System and administrative support to

Qualifications

• Bachelor's degree required with at least 4 years of working experience.
• Excellent interpersonal skills with ability to interact with people at all levels.
• Good analytical, organisational and communication skills.
• Basic to intermediate IT skills and TQM competencies.

Responsibilities

• Receive, manage and respond to verbal and/or written complaints according to Department's standards
• Interpret information provided by patients, relatives and staff
• Investigate root cause of patients' complaints
• Co-ordinate with hospital departments in carrying out service recovery actions
• Document all follow-up contacts and actions, keeping patients and family informed of status of cases in our care
• Provide administrative support to the team
• Implement systematic improvements to the Feedback System

Job description

The Job:

The Assistant Manager receives, documents and responds to all feedback received by SGH. This includes providing the appropriate hospital responses and providing them in a timely manner and according to ISO procedure. To be effective, the position requires a high degree of patience when handling patients who may be in high emotional state. As an SGH ambassador, you will need to be able to converse confidently with patients and family to exude a caring attitude of a professional healthcare worker.

The Job includes but is not limited to:

• Receive, manage and respond to verbal and/or written complaints according to Department's standards
• Interpret information provided by patients, relatives and staff
• Investigate root cause of patients' complaints
• Co-ordinate with hospital departments in carrying out service recovery actions
• Document all follow-up contacts and actions, keeping patients and family informed of status of cases in our care
• Provide administrative support to the team
• Implement systematic improvements to the Feedback System

Job Requirements:

• Bachelor's degree, preferably in a clinical discipline with at least 4 years of working experience
• Excellent interpersonal skills with good disposition and ability to work well and interact with people at all levels
• Good analytical, organisational and communication skills
• Basic to intermediate competency in IT and TQM skills