Senior Patient Experience & Service Excellence Lead

Eastern General Hospital; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

Eastern General Hospital in Singapore is building a patient-centric feedback and service excellence function. You will support the implementation of the feedback management process, collect and track investigations, and help prepare regular reports to identify trends.

The role also involves organizing service training programmes, enhancing staff capabilities, and improving patient communications, including handling difficult situations, while coordinating with internal and external stakeholders

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

• 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

Data tracking

Presentation software

Empathy

Adaptability

Education

Bachelor's degree

Tools

MS Excel

PowerPoint

Job description

Eastern General Hospital in Singapore is building a patient-centric feedback and service excellence function. You will support the implementation of the feedback management process, collect and track investigations, and help prepare regular reports to identify trends.

The role also involves organizing service training programmes, enhancing staff capabilities, and improving patient communications, including handling difficult situations, while coordinating with internal and external stakeholders