Senior Assistant Manager, Office of Patient Experience - EGH Planning Office

Singapore Health Services Pte Ltd (Eastern General Hospital); Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A healthcare provider in Singapore is looking for a professional to establish a feedback ecosystem and lead service excellence initiatives. You will work collaboratively to improve patient experience and monitor performance metrics. The ideal candidate should have a recognised degree and 4 years of relevant experience, strong empathy, and interpersonal skills.

Qualifications

• 4 years’ experience in customer service/patient experience operation.
• Good command of English and a second language.
• Detail-oriented with project management skills.

Responsibilities

• Establish the feedback ecosystem from collection to resolution.
• Shape and implement service excellence initiatives.
• Develop systematic approaches for feedback data collection.

Skills

Customer-centricity

Empathy

Interpersonal skills

Organizational skills

Project management

Education

Recognised degree in any discipline

Job description

Overview

The upcoming Eastern General Hospital (EGH) seeks to provide excellent healthcare and promote healing that is centred around each person. When operational, EGH will provide a comprehensive range of inpatient and outpatient clinical specialties and healthcare services covering emergency, acute and secondary care. EGH’s vision is to be a great hospital for the community and a great workplace for staff, and it seeks to do so by harnessing innovative technologies in patient care, journeying closely with patients and the community to lead healthier and more fulfilling lives, and being an employer of choice that empowers staff in their careers.

You will establish the entire feedback ecosystem from initial collection through to investigation, resolution and service recovery, in collaboration with key stakeholders. Your role involves implementing channels and processes to effectively monitor and address regarding EGH's construction activities.

You will help shape and implement organisation-wide service excellence initiatives that foster a culture of compassion. Working collaboratively with internal departments and external partners, you will contribute to service improvements, including providing strategic input on the physical infrastructure and design process for EGH's development.

You will also develop systematic approaches for future EGH to collect and analyse feedback data, generate meaningful insights, monitor performance metrics, and provide evidence-based recommendations for service improvements.

Additionally, you will be responsible for documenting meeting minutes and ensuring all relevant information and documentation are readily accessible to stakeholders as required.

Qualifications

• Recognised degree in any discipline with 4 years’ experience in customer service/patient experience operation
• Customer-centric with strong sense of empathy
• Good command of English (written and spoken) and a second language
• Strong interpersonal skills and able to build positive relationships with multi-level stakeholders
• Detail-oriented with good organisational and project management skills