Assistant Manager / Snr Executive (Feedback Tier 2) Office of Patient Experience

Job Description

The Senior Executive/Assistant Manager will receive, document, and respond to feedback received by SGH. This includes managing patient feedback to ensure timely response within stipulated service standards.

The Job includes but is not limited to:

• Engage and assist patients on their feedback as well as to do service recovery
• Analysis of the feedback cases, and proper routing to stakeholders
• Liaise with relevant stakeholders to understand and investigate cases, as well as in order to close loops
• Update cases into feedback system for tracking purpose
• Prepare reports such as weekly feedback reports
• Participate in service initiative/quality improvement projects

The incumbent must be able to converse confidently with patients and family to exude a caring and outgoing attitude of a professional healthcare worker and ensure prompt service recovery and problem resolution is done.

• Bachelor’s degree preferably in Nursing or a clinical discipline
• Good analytical, organizational and communication (verbal and written) skills.
• Excellent interpersonal skills with a positive work attitude