Job Description

COMPANY DESCRIPTION
NTUC Health Co-operative Limited (NTUC Health) is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on more than four decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. It also offers other services for seniors such as an active ageing hub, senior activity centres, community support for vulnerable seniors, and a sheltered / senior group home. In addition, it runs a chain of dental clinics, and a family medicine clinic.
DESIGNATION : Internship (Residential Care - Care Concierge) 2023

RESPONSIBILITIES

• Plan, co-ordinate, and execute service quality initiatives to create awareness and inculcate a culture of service excellence within the organisation

• Ensure smooth running of various standards and measurements to monitor customer satisfaction via residents focus groups, periodic audits, residents satisfaction survey etc.

• Monitor, coordinate communication and implementation of internal and external recognition programs and events e.g. Annual Service Excellence Award, to cultivate role models and motivate staff to provide quality service through various awards and incentives.

• Identify and review service gaps based on the feedback received and propose service initiatives and training programmes for continuous improvements.

• Ensure smooth running of various standards and measurements to monitor customer satisfaction via residents focus groups, periodic audits, residents satisfaction survey etc.

• Monitor, coordinate communication and implementation of internal and external recognition programs and events (e.g. annual Service Excellence Award, to cultivate role models and motivate staff to provide quality service through various awards and incentives)

• Identify and review service gaps based on the feedback received and propose service initiatives and training programmes for continuous improvements.

Project Description

• Planning for Service Quality day across 6 Nursing Homes which includes calling for submissions, publicity/awareness creation. Event logistics and management etc.

• Editorial for the Service Excellence winners & Staff of the Month interviews with photos, etc for email blast

• How to measure the success of NTUC Health Service Standards implementation. the roll call service trg & ensure sustainability - Do up a mystery shopper matrix

• Devise a system to better collate and document feedback across the 6 NHs from various sources eg. Gotcha, compliments from hardcopy form,compliment card, QR code, etc.

• Service and Feedback management and escalation framework

• Using the internal and external residents\' survey results to work on areas to improve residents\' psychosocial well being and satisfactions.

QUALIFICATIONS

OTHER INFORMATION
Location: NTUC Health Jurong Spring Nursing Home