Senior / Executive, Office of Patient Experience

Responsibilities:

• Attend to, acknowledge and facilitate resolution of feedback and complaints acknowledgement.
• Manage and implement of feedback systems projects (department CRM system, e-survey system and relevant reporting and updates at department and senior leadership meetings).
• Administer internal (internal hospital and cluster) and external awards (MOH, national and international) staff service quality/patient experience awards.
• Record and disseminate compliments to staff received externally or internally via CRM system or * Staff-to-Staff compliment platforms and email blast of positive notes from patients, public and staff.
• Share good practices in conflict resolution and staff abuse incident management at department meeting, staff roll-calls and formal training sessions, as well of Community of Practices interest groups within or cross cluster.

Requirements:

• Bachelor’s degree, preferably in Nursing or Healthcare Management
• Formal Certification in adult learning, patient experience and quality improvement will be an added advantage.
• At least 2 years of customer service experience preferably in a healthcare environment.
• Knowledge in data analysis will be an added advantage.
• Proficiency in MS Office applications.
• Excellent oral and written communication skills
• Able to work independently as well as in a team.
• Bilingual ability with healthcare experience will be an advantage
• Candidate must have fully completed COVID-19 vaccinations

Only shortlisted candidates will be notified.