Senior Assistant Manager

A.     ABOUT COMPANY

NHG Polyclinics is the primary care arm of NHG Health, the regional health manager for 1.5 million residents in Central and North Singapore. NHG Polyclinics provides a comprehensive range of health services for the family, from treatment for acute medical conditions, management of chronic diseases, women and children health services, allied health to dental care. The focus of NHG Polyclinics’ care is on health promotion and disease prevention, early and accurate diagnosis, disease management through family physician led team-based care as well as enhancing the capability of Family Medicine through research and teaching.

B.     JOB PURPOSE (ROLE and DEPARTMENT SUMMARY)

The Service Leadership & Patient Relations (SLPR) and Volunteer Corporate Office (VCO) advance NHG Polyclinics’ commitment to person-centred care, service excellence and meaningful community partnership. The role engages patients, families, caregivers and volunteers as valued partners; translates their feedback and perspectives into actionable insights; and supports service improvements that strengthen patient experience, operational effectiveness and safe, responsive care for the evolving needs of the population.

C.     KEY RESPONSIBILITIES

Patient Relations & Service Leadership (50%):

• Manage complaints, compliments, suggestions and requests received through NHGP feedback channels in a timely, professional and person-centred manner, with accurate documentation in the feedback management system.
• Engage patients, families and caregivers with empathy; coordinate investigations and responses with relevant stakeholders; and support fair, appropriate resolution of concerns to restore patient confidence while safeguarding confidentiality.
• Analyse feedback, patient experience data and service observations to identify trends, recurring concerns, risks and systemic gaps affecting care experience, operational effectiveness or organisational reputation.
• Translate patient perspectives and data into actionable insights, recommendations and service improvement priorities; partner clinics and departments to implement actions and monitor outcomes.
• Plan and administer patient experience measurement and engagement activities, including surveys, focus groups and service audits, to assess performance and uncover improvement opportunities.
• Prepare clear reports, dashboards and management updates on patient feedback, experience indicators, key risks, improvement actions and outcomes.
• Partner clinic teams to establish, implement and sustain service standards and improvement initiatives that strengthen responsive, safe and person-centred care.
• Support service leadership and culture-building through workshops, engagement activities, communications, coaching resources, recognition programmes and organisation-wide service events.
• Coordinate recognition of staff and teams who demonstrate service excellence and contribute to improved patient experience.
• Lead or support assigned cross-functional projects that address service lapses, improve care journeys and embed sustainable service practices.

Volunteer Corporate Office (50%):

• Support the end-to-end volunteer lifecycle under the Guiding Hands Volunteer Programme, including outreach, recruitment, screening, onboarding, deployment, engagement, recognition and retention.
• Work with clinic teams to identify meaningful volunteer roles, coordinate on-site and project-based deployments, and ensure volunteers are appropriately oriented, supported and engaged.
• Provide secretariat and programme support for Patient Advisory Councils, including member onboarding, meeting logistics, preparation of agendas and materials, documentation of minutes, facilitation support and follow-up of agreed actions.
• Support the establishment and development of Patient Advisory Councils, peer-led support groups and other patient partnership platforms that strengthen patient voice, advocacy and co-creation.
• Coordinate volunteer- and patient-led health promotion, education, research and service improvement projects, including events, logistics, procurement and implementation tracking.
• Build and maintain collaborative relationships with volunteers, patient partners, clinic stakeholders, community organisations, educational institutions and public agencies to expand meaningful partnership opportunities.
• Maintain accurate volunteer records, databases and programme documentation; monitor volunteer participation, feedback and outcomes; and prepare regular reports and analytics for management.
• Support the review and continuous improvement of volunteer policies, procedures, systems and engagement practices to ensure safe, compliant and sustainable programme delivery.
• Flexibility to work after office hours and/on weekends when necessary to support patient interactions and official stakeholder engagements.

Others:

• Represent the department for internal or external meetings, as required.  
• Provide secretariat support to the various meetings, as assigned. 
• Perform any other duties that may be assigned from time to time by Reporting Officer or/and Director.  

D. KEY REQUIREMENTS

Qualifications:

Bachelor’s degree in a relevant discipline such as healthcare administration, business administration, communications, social sciences, community development or a related field.

Experience

• Relevant experience in patient/public relations, service quality, customer experience, volunteer management, community engagement or programme administration; experience in a healthcare setting is advantageous.
• Strong written and verbal communication skills, with the ability to engage patients, caregivers, volunteers and stakeholders with empathy, tact and professionalism.
• Sound analytical and problem-solving ability to identify patterns, assess complex issues and translate data and feedback into practical recommendations.
• Good project and stakeholder management skills, with the ability to coordinate multiple workstreams, events and partnerships across teams.
• Able to work independently and collaboratively, exercise sound judgement, manage competing priorities and follow through on commitments.
• Meticulous and well organised, with a high level of discretion when handling sensitive or confidential information.

Special Attributes and Knowledge

• Proficient in Microsoft Office applications, particularly Excel and PowerPoint; able to analyse datasets, use formulas and pivot tables, and present insights through clear reports, dashboards and visualisations.
• Familiarity with feedback management, survey, customer relationship management or business intelligence platforms—such as M365 CRM, Qualtrics and Power BI—is advantageous.
• Demonstrates empathy, service orientation, cultural sensitivity and a genuine interest in partnering patients, caregivers and volunteers to improve care experiences.