Senior / Executive (Quality\Office of Patient Experience)

About the Role

You will play a vital role at the Office of Patient Experience to become the bridge between patients and NCCS. As an Executive, you will manage feedback from all sources, and work closely with stakeholders in the investigation and service recovery process to ensure that customers/patients’ concerns and needs arrive at a satisfactory conclusion. You will also be involved in the collection, processing and analysis of data, as well as developing and promoting various Service Quality Programs and Initiatives to build a strong service culture in NCCS.

Some of the Key Responsibilities Include

· Liaise with relevant departments to address patients’ feedback and concerns in a timely and appropriate manner

· Manage feedback that require intervention and work with various stakeholders to identify potential service gaps and work towards service improvement where necessary

· Ensure Patients’ Feedback Survey responses are promptly and accurately entered into the database for analysis

· Assist in the implementation of various NCCS Service Quality initiatives and events, including MOH and SingHealth Service Quality events

· Provide administrative support to the department, including minutes writing, preparing presentation materials, and collating and analysing of data

Job Requirements

· Degree in any discipline with 2 years of relevant experience in healthcare and/or customer service environment will be an added advantage

· Possess good organizational skills, strong sense of responsibility and the ability to manage complaints, enquiries and feedback

· Excellent interpersonal, verbal and written communication skills to facilitate positive interaction with internal and external customers

· Team player with a mature personality

· Knowledge in statistics and data management would be an advantage

· Proficient in Microsoft Office