Assistant Director, Office of Patient Experience, Eastern General Hospital Planning Office

The upcoming Eastern General Hospital (EGH) aims to provide excellent healthcare and promote healing centered around each person. When operational, EGH will provide a comprehensive range of inpatient and outpatient clinical specialties and healthcare services, covering emergency, acute and secondary care. EGH’s vision is to be a hospital for the community and a great workplace for staff. It seeks to do so by harnessing innovative technologies in patient care, journeying closely with patients and the community to lead healthier and more fulfilling lives, and being an employer of choice that empowers staff in their careers.

In this role, you will set up EGH's case management and patient relations team, including identifying suitable training and nesting opportunities for the team. Together with the Chairman of the Medical Board and the Clinical Services & Medical Affairs team, you will develop workflows and processes for case management, including for medico-legal cases.

You will also, together with EGH HR and key stakeholders, develop the training framework and roadmap to enhance EGH staff’s capabilities in improving the overall service experience and patient communication, including in the management of difficult customers.

In this role, you are responsible for maintaining the entire feedback ecosystem including collection, investigation, resolution and service recovery, in partnership with key stakeholders. This includes developing systems for EGH to collect and track feedback data, generate insights, track performance metrics, and provide recommendations for service improvements.

Lastly, you will be responsible for planning the department budget each financial year and ensure prudent use of and adherence to the budget.

Requirements

• Bachelor’s Degree in any discipline with 10 years of relevant working experience including 4 years of supervisory experience
• Excellent written and oral communication skills, both in English and a second language
• Experience in training and development would be an advantage
• Strong interpersonal skills with pleasant disposition and ability to work well and interact with people at all levels, including clinical, nursing staff.
• Confident and passionate about service quality, and willing to go the extra mile to improve patient experience.