Senior Executive / Assistant Manager, Office of Patient Experience (5-month)

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

Job summary

Changi General Hospital Pte Ltd. is seeking a dedicated healthcare liaison to bridge patients, families and the medical team, enhancing the hospital experience. You will gather bedside feedback, identify potential complaints early, and collaborate with staff to implement improvements.

The role requires empathy, excellent communication, and the ability to provide emotional support while ensuring timely updates and reporting on patient care trends.

Qualifications

• Excellent communication skills both spoken and written.
• Empathy and genuine care for patients and colleagues.
• Comfortable liaising between patients, families and healthcare staff.

Responsibilities

• Gather real-time bedside feedback from patients and families to comment on quality of care.
• Identify and escalate potential complaints for timely resolutions.
• Pre-empt complaints and help reduce patient grievances hospital-wide.
• Act as liaison between patients, families and healthcare staff; provide updates on test results and patient condition.
• Offer advice on concerns and provide emotional support and reassurance.
• Collect data on patient care problems, prepare reports, and analyze trends for action by departments.
• Collaborate with colleagues and contribute to workgroups to identify improvement opportunities.
• Perform any other duties as assigned.

Skills

Communication skills

Empathy

Liaison skills

Education

Bachelor's degree in healthcare management, communications, public relations

Job description

You will form the relational bridge between patients and their families, and the medical, nursing and allied health staff thereby enhancing the hospital experience. You will understand and take action to mitigate some of the suffering and anxiety faced by patients/families and staff alike.

Responsibilities:

• Proactively gathering real-time bedside feedback enabling patients and families to comment on the quality of care they are receiving

• Timely identification of potential complaints/negative feedback generally leads to expedient resolution

• Pre-empting complaints & nipping potential flare-ups in the bud reducing overall formal patient grievances across the hospital

• Liaison between patient and healthcare staff

• Provide updates about test results and condition to patient/family

• Offers advice on patient/family concerns and provide emotional support and reassurance

• Collects data about patient care problems, prepares reports, analyses trends, and reports information to appropriate departments for action

• Collaborate with colleagues, peers, supervisors, and other health care providers in a professional manner. Identify and propose opportunities for improvement by participating in workgroups as assigned

• Any other duties assigned from time to time

Requirements:

• Bachelor's degree in healthcare management, communications, public relations and any other relevant discipline

• Minimum 2 years of working experience, preferably in healthcare or social service-related industry. Those with more years of relevant experience can be considered for Senior or Assistant Manager.

• Candidates with no prior working experience are welcome to apply

• Excellent communication skills both spoken and written

• Possesses empathy and genuine care for patient and fellow colleagues