Manager, Corporate Communications & Quality Service Management - Toa Payoh

The National Kidney Foundation (NKF) is dedicated to promoting kidney health and providing quality, highly subsidised dialysis treatment and holistic care to patients. We strive to be an advocate and integrator for the community, by the community.

While supporting kidney failure patients with quality dialysis and integrated care, NKF’s greater mission lies in preventing or delaying kidney failure through health education, deeper community integration, and strategic partnerships.

As we work toward our Future Forward 2030 vision, we remain committed to:

• Tackling the growing prevalence of kidney failure
• Enhancing patient support and care
• Leveraging technology to improve the efficacy and quality of treatment

As part of a healthcare organisation, the role requires strong communication skills and a deep sense of empathy in handling stakeholder interactions.

Key Responsibilities:

• Manage patient feedback channels, ensuring prompt and appropriate resolution of compliments, complaints and suggestions.
• Work with internal teams to investigate issues and improve service outcomes.
• Identify service gaps through trend analysis and propose targeted improvements.
• Organise service capability-building initiatives such as trainings or sharing sessions.
• Uphold service excellence practices aligned with organisational values and patient-centred care.
• Develop service-related content, such as FAQs, service charters, or educational guides to enhance public understanding and manage expectations.
• Monitor and report on service quality KPIs and patient satisfaction metrics for leadership review.
• Collaborate with digital or IT teams to enhance feedback systems (e.g., online forms, chatbot auto-responses, SMS updates).

• Lead the development and implementation of communication strategies that support the organisation’s mission, programmes and strategic priorities.
• Drive issues and crisis communications, including drafting holding statements, media responses, staff FAQs, and coordinating timely internal and external updates.
• Support change communications to ensure clarity, consistency and alignment during organisational transitions, policy updates or service enhancements.
• Support media relations, campaign publicity and event communications, ensuring sensitive issues are appropriately framed.
• Track engagement metrics and feedback to evaluate the effectiveness of communication efforts and refine approaches.
• Contribute to stakeholder engagement efforts, including outreach to donors, partners and volunteers, especially during high-sensitivity periods.

Experience:

• At least 5 years of experience in corporate communications and/or patient service/feedback management
• Prior experience in healthcare will be an advantage.