job description
Are you passionate about healthcare excellence and service innovation? SingHealth Group, Singapore’s largest public healthcare cluster, is seeking a dedicated Senior Executive to join the Office of Patient Experience within the EGH Planning Office. In this pivotal role, you will be at the heart of our mission to deliver world-class care, ensuring that every patient touchpoint is seamless, empathetic, and efficient.
You will play a critical role in driving our service excellence initiatives by managing feedback systems, analyzing patient insights, and collaborating with cross-functional clinical and administrative teams to implement process improvements. This is an excellent opportunity for a service-oriented professional to shape the future of patient care standards in a high-impact healthcare environment.
Responsibility
- Manage the end-to-end feedback management process, ensuring timely and professional resolution of patient queries and concerns.
- Analyze patient experience data and feedback trends to identify systemic service gaps and opportunities for improvement.
- Collaborate with department heads and clinical teams to implement service recovery strategies and best practices.
- Prepare comprehensive reports and presentations for senior management regarding patient satisfaction metrics and performance KPIs.
- Coordinate with stakeholders to rollout new service-related initiatives and patient engagement programs.
- Monitor and evaluate the effectiveness of service improvement projects and ensure compliance with healthcare quality standards.
- Maintain internal service excellence databases and documentation to support audit and operational readiness.
Qualifications
- Bachelor’s degree in Healthcare Administration, Business, Communications, or a related field.
- Minimum 3-5 years of professional experience in customer service, patient experience, or operational planning, preferably within a healthcare setting.
- Strong analytical skills with the ability to interpret data and translate insights into actionable improvement plans.
- Exceptional interpersonal and communication skills, with a proven ability to handle complex and sensitive feedback professionally.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and familiarity with CRM or feedback management software.
- Ability to work effectively in a fast-paced environment and manage multiple projects simultaneously.
- Demonstrated commitment to service excellence and patient-centric care.