Service Quality Associate

Vanguard Healthcare PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Singapore is seeking a Service Quality Associate to enhance resident satisfaction and service quality. The role involves interacting with residents and families, working closely with internal partners to improve care delivery, and ensuring compliance with regulations. Ideal candidates will have a diploma and experience in service quality within a healthcare setting. Strong interpersonal skills and the ability to communicate in multiple languages are essential.

Qualifications

• 1 - 2 years experience in Service Quality function or quality improvement in healthcare.
• Experience in Nursing Homes and/or long-Term Care Facility is an advantage.
• Ability to communicate in at least 2 of the languages/dialects (Malay, Mandarin, Tamil).

Responsibilities

• Act as point of contact for feedback from residents and families.
• Monitor and evaluate quality of care through assessments and audits.
• Coordinate in-service talks to residents and staff.

Skills

Interpersonal skills

Engagement skills

Detail-oriented

Verbal communication

Written communication

Language proficiency (Malay, Mandarin, Tamil)

Education

Diploma / GCE 'A' level / GCE 'O' level / GCE 'N' level

Job description

The Service Quality Associate (SQA)act as the media between internal partners and residents as well as their families. The SQA is to maintain high standards of care and service delivery, promoting residents’ well-being, and ensuring a conducive living environment for residents, through gathering feedback and working with internal partners.

Work Location: Senja Care Home

Client Care Management

• Act as the point of contact to interact and gather feedback from residents and their families to understand their needs and preferences.
• Work towards resolving issues and ensuring a positive outcome for all parties involved.
• Collaborate with internal partners within the care home to ensure a cohesive and collaborative approach to resident care and service delivery.
• Identify and share areas of improvement and provide recommendations.

Training and Activity Management

• Coordinate and deliver in-service talks to residents and staff.
• Encourage residents to participate in activities and events for their health well-beings.

Service Quality

• Monitor and evaluate the quality of care provided to residents by conducting regular assessments, audits and surveys.
• Identify areas for improvement and recommend strategies to enhance the quality of services.
• Implement initiatives to enhance resident satisfaction and improve the overall residentexperience.
• Prepare reports for management and regulatory agencies as required.
• Ensure that the care home complies with all relevant regulations, policies, and procedures. Stay abreast with industry standards and best practices to maintain compliance.
• Escalate to HOD or Senior Management Team (SMT) for feedback that warrants immediate attention or has insinuation of escalation to public forum or media.
• Track all visits, feedback, recommendations and report at Vanguard Rehab and Clinical Meeting (VRCM) platform or any other platforms when necessary or required.

Administration

• Maintain accurate records of quality assurance activities, resident feedback, and compliance measures.

Requirements

• Diploma / GCE “A” level / GCE “O” level / GCE “N” level in a relevant discipline
• Possess at least 1 - 2 years working experience in Service Quality function or quality improvement programmes in healthcare or similar setup.
• Those with experience in Nursing Homes and/or long-Term Care Facility would be of added advantage
• Ability to interact in at least 2 of the languages/dialects such as Malay, Mandarin or Tamil to communicate with the clients and families.
• Effective interpersonal, engagement and follow-up skills
• Detail-oriented
• Passion for quality and ageing issues
• Good written and verbal communication skills