Senior Executive, Office of Patient Experience, EGH Planning Office

Singapore Health Services Pte Ltd (Eastern General Hospital); Singapore; On-site; SGD 42,000 - 54,000; Full time

Job summary

Singapore Health Services Pte Ltd (Eastern General Hospital) is seeking a dedicated administrator to support feedback management and patient experience initiatives. You will collect, track, and coordinate investigations, ensuring timely follow-up and service recovery.

Responsibilities include consolidating data for reports, assisting in service training, and improving patient communication. The role emphasizes stakeholder coordination, service excellence, and administrative duties to support

Qualifications

• Bachelor’s Degree in any discipline.
• Preferably with minimum 2 years’ experience in customer service/patient experience operations
• Background in training and development would be an advantage
• Familiar with basic data tracking and presentation software
• Self-motivated, adaptable and resilient with results-orientation
• Customer-centric with strong sense of empathy

Responsibilities

• Support the implementation of the feedback management process by collecting, tracking, coordinating investigations, and ensuring follow-up for resolution and service recovery.
• Consolidate feedback data and support the preparation of regular reports to highlight trends.
• Assist in organising service training programmes, enhancing staff capabilities, and supporting improvements in patient communication including handling difficult situations.
• Help implement service excellence initiatives, coordinate with internal and external stakeholders on improvement efforts, and provide administrative support such as recording meeting minutes and preparing relevant materials.

Skills

Customer service

Patient experience

Empathy

Education

Bachelor’s degree

Tools

Data tracking software

Presentation software

Job description

Eastern General Hospital (EGH) is a 1,000-bed hospital in Bedok North that will provide a comprehensive range of inpatient and outpatient clinical specialties and healthcare services, covering emergency, acute and secondary care. As a digitally enabled and patient-centred hospital, it will leverage innovative technologies to provide excellent care, and journey closely with patients and the community towards healthier, more fulfilling lives.

In this role, you will support the implementation of the feedback management process by collecting, tracking, coordinating investigations, and ensuring follow-up for resolution and service recovery. You will also consolidate feedback data and support the preparation of regular reports to highlight trends.

Your responsibilities include assisting in organising service training programmes, enhancing staff capabilities, and supporting improvements in patient communication including handling difficult situations. Additionally, you will help implement service excellence initiatives, coordinate with internal and external stakeholders on improvement efforts, and provide administrative support such as recording meeting minutes and preparing relevant materials.

Requirements

• Bachelor’s Degree in any discipline

• Preferably with minimum 2 years’ experience in customer service/patient experience operations

• Background in training and development would be an advantage

• Familiar with basic data tracking and presentation software

• Self-motivated, adaptable and resilient with results-orientation

• Customer-centric with strong sense of empathy