job description
Join National Dental Centre Singapore (NDCS), a leading institution in dental healthcare, as a Senior Executive / Assistant Manager in Patient Experience. In this pivotal role, you will drive initiatives to enhance patient satisfaction, streamline service delivery, and foster a patient-centric culture across our world-class dental facility.
As part of Singapore’s premier dental care provider, you will collaborate with cross-functional teams to implement best practices in patient engagement, feedback management, and service excellence. Your expertise will directly contribute to elevating the patient journey, ensuring every interaction reflects our commitment to compassionate, high-quality care.
This is a unique opportunity to make a meaningful impact in healthcare while advancing your career in a dynamic, supportive environment. If you are passionate about improving patient experiences and thrive in a fast-paced setting, we invite you to apply.
Responsibility
- Develop and implement strategies to enhance patient satisfaction and service quality across all touchpoints.
- Monitor, analyze, and report on patient feedback, identifying trends and areas for improvement.
- Collaborate with clinical and administrative teams to streamline patient workflows and reduce wait times.
- Design and execute patient experience training programs for staff to ensure consistent service standards.
- Lead patient engagement initiatives, including surveys, focus groups, and digital communication channels.
- Resolve complex patient complaints and escalations with empathy and professionalism.
- Oversee the implementation of patient-centric technologies, such as appointment systems and feedback platforms.
- Represent NDCS in patient experience forums, conferences, and industry benchmarking activities.
Qualifications
- Bachelor’s degree in Healthcare Administration, Business, Communications, or a related field. Master’s degree is a plus.
- Minimum 5 years of experience in patient experience, customer service, or healthcare management, with at least 2 years in a supervisory role.
- Proven track record in improving patient satisfaction metrics and service delivery in a healthcare setting.
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.
- Proficiency in patient experience tools (e.g., Press Ganey, Qualtrics) and Microsoft Office Suite.
- Knowledge of healthcare regulations, patient rights, and service excellence frameworks (e.g., ISO, Joint Commission).
- Passion for continuous improvement and a patient-first mindset.