Job Description

Overview

Support Patient Advocacy and Support Office\'s mission to foster a culture of patient and family-centred care and service excellence, with the aim to improve patient and family experience as well as to empower and advocate their needs. The main areas of support and intervention relate to - Patient Experience, Patient Support, Patient & Caregiver Advocacy, Caregiver Support and WE CARE Project.

Job Responsibilities

Project implementation, management and evaluation

• Actively engage and be a point of contact with NUHS Institutional Offices of Patient Experience and external stakeholders
• Coordinate stakeholders for cluster effort of all patient engagement, empowerment and support programmes.
• Implement and monitor projects/initiatives that relate to the Department\'s mission and focus areas.
• Build, develop and consolidate patient education and support resources.
• Draft and implement relevant policies related to Patient Advocacy and Support Office.
• Assist in establishing a Patient Centred Care communication strategy, training programmes and campaigns.

Secretariat support to Committees [includes but not limited to Patient and Family Advisory Council (PFAC), Patient Advocacy and Support Committee (PASC), Patient and Family Partners (PFP), PE Huddle, etc.]

• Draft or review minutes of meetings.
• Coordinate and prepare agenda and materials for meetings.
• Track and follow-up on meeting action items.

Management of Cluster Patient Experience Dashboard

• Proactively engage and collaborate with key stakeholders (Patient Experience teams, Service Quality teams, AIO) to consolidate and analyze data related to patient experience surveys.
• Disseminate information to NUHS Senior Management members.
• Provide required analytics and visualization to support strategic decision-making.
• Identify and recommend interventions bases on data analysis and engagement of institutional teams.

Coordinate and Support Follow-up Interventions related to MOH PES

• Assist GCPO in the dissemination of annual MOH PES results to relevant stakeholders
• Coordinate and support institutional initiatives to address gaps/areas for improvement
• Monitor progress and outcomes of initiatives and projects/initiatives across the cluster

Requirements

• Degree in Business Administration, Social Sciences or relevant disciplines
• 3-5 years of experience in administration and project management
• Experience in healthcare (clinical and non-clinical) or service-related industries preferred
• Strong observation and analytical skills
• Ability to convey empathy and compassion, sensitive to needs of patients and family members
• Strong written and communication skills
• Experience in conducting partnership work, especially in the community setting
• Skills in process improvement, e.g. Lean/Six-Sigma, Design Thinking, would be an advantage

National University Health System