Senior Executive/ Assistant Manager, Service Quality

National University Polyclinics; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A leading healthcare provider in Singapore seeks an individual to manage patient feedback and enhance service delivery. The ideal candidate will have a degree and 2-3 years of experience in healthcare or hospitality, alongside excellent communication skills and a customer-centric approach. Responsibilities include running campaigns and reporting to senior management. This role offers the opportunity to interact with diverse patients and contribute to service improvement initiatives.

Qualifications

• 2-3 years of experience in healthcare or hospitality industry.
• Pleasant and confident disposition, able to relate to customers.
• Enjoy engaging with frontline staff and patients.

Responsibilities

• Manage patient feedback and related matters.
• Contact patients for feedback on service improvement.
• Prepare reports and share information with management.
• Maintain positive relationships with doctors and patients.
• Run campaigns and identify service improvement activities.

Skills

Excellent verbal and written skills in English

Customer service orientation

Statistical analysis

IT proficiency

Education

Degree in relevant field

Tools

MS Office applications

SharePoint

Job description

You will be responsible for the following:

• Manage patient feedback and all related matters, including investigations, service recovery with the feedback providers, follow‑up with staff to address the issues raised, crafting of replies and related data entry for reporting.
• Contact patients to seek feedback for service improvement and service recovery, and to work closely with staff to follow up and address the feedback issues through the conduct of Patient Focus Group sessions.
• Assist with other patient relations functions such as the preparation of reports and analysis, including the monthly reports (Compliments/Feedback), and sharing relevant information with senior management and other departments as required.
• Serve as a resource‑person and maintain positive relationships with doctors, patients, relatives and colleagues.
• Contribute articles to the NUP newsletter via identifying of good stories for sharing and educating the ground staff.
• Work independently across multiple polyclinic locations to run campaigns and take on an active role in identifying and initiating service improvement activities to help improve NUP’s service delivery.
• Ad‑hoc duties as assigned by Department Head or Managers.

Requirements

• Degree holders with 2-3 years of experience in healthcare or hospitality industry.
• Excellent verbal and written skills in English essential and conversant in local dialects or other major foreign languages for diverse patient interactions.
• Pleasant and confident disposition and excellent customer service orientation with demonstrated ability to relate to customers of all levels.
• Enjoy running campaigns on the ground and interacting with frontline staff and patients.
• IT savvy and proficient in MS Office applications. Exposure to SharePoint or other IT systems will be advantageous.
• Comfortable with statistical analysis and data interpretation.