Temporary Senior Executive, Patient Experience Office (Contract 2 - 4 months)

MAJOR DUTIES AND RESPONSIBILITIES 

(A) SPECIFIC

1. Identify, plan, design and implement patient experience improvement strategies.  
2. Ensure effective and efficient customer feedback management in alignment with the hospital’s strategic plans. 
3. Develop and monitor key performance indicators to ensure that feedback is addressed in a timely and appropriate manner.  
4. Identify service discrepancy and work on process improvement. 
5. Provide written replies to feedback.  
6. Coordinate, organise and follow up on monthly Patient Staff Diagloue (PSD) discussions, and provide and present monthly PFG report. 
7. Work closely with the clinical teams and other support departments to improve service workflows and patient services. 

(B) GENERAL

1. Support staff development activities. 
2. Support all corporate activities. 
3. Foster continuous improvement as our way of life by encouraging staff efforts at improving processes to achieve clinical quality and operational excellence. 

JOB REQUIREMENTS

(A) EDUCATION, TRAINING AND EXPERIENCE

• Basic Degree
• Minimum 2 years of work experience, preferably in service-related positions.
• Be comfortable in approaching and managing difficult customers.
• Possess positive attitude, initiative and keenness to learn.
• Possess good interpersonal and communication skills.
• Must be a good team player and be willing to be on call to attend to emergencies after office hours.
• Be competent in professional writing

(B) Specialised Training

• Proficient in Microsoft Words, Excel and PowerPoint
• Knowledge of statistics