Job Description

Job Title: Senior Assistant Manager (Patient Experience Matters)
Job Type: Permanent
Job Location: Queenstown, Singapore

Job Scope: Reporting to Manager, Patient Experience Matters, you will propose and implement the strategies and initiatives to achieve excellence in patients\' and visitors\' experience. The incumbent will also assist the Head of the unit in the area of patient feedback management, preparation of pertinent reports and implementation of service quality initiatives/programmes such as patient focus groups, service recognition, recovery etc.

Job Responsibilities
You will be responsible for the following:

• Manage patient feedback and related matters through AH QSM feedback mailbox and hotline to ensure timely response within stipulated service standards; including investigations, service recovery, follow-up with staff to address the issues raised and crafting of replies to feedback providers to close the feedback loop.
• Proactively identify potential pain points in patient journey, before implementation of new services and so forth to reduce negative feedback and improve patient experience.
• Design training content for ground staff and supervisors on AH service standards based on the identified needs and feedback trends. Facilitate clinical risk management workshops to senior doctors and nurses.
• Prepare reports such as monthly feedback reports, service report and so forth and sharing of relevant information with senior management and other departments as required.
• Oversee/facilitate patient focus groups and work on actionable plans to improve process/patient experience.
• Audit service initiatives to ensure compliance.

Job Requirements

Requirements

• Min Basic degree & Postgraduate degree in hospital and administrative preferred
• At least 4 - 6 years of working experience, preferably including one of:
• Experience and knowledge in hospital operations, patient relations and/or frontline management in the service industry
• Experience in conducting service training to ground and supervisory staff
• Proactive, self-driven, good interpersonal skills, positive and able to cope with tight deadlines
• Project management and team leadership experience is preferred
• Strong writing, communication & data analysis (using Excel) skills.

This is an outsourced role.

If you are interested, kindly send your resume (in MS Word format) to Mounika at mounika@rmagroup.com.sg stating your salary expectations & availability to take it forward.

To expedite processing, you can lodge your application directly at https://www.rmaconsultants.com.sg/employment/registerjobseeker.aspx or https://bit.ly/expeditejobappl
All Curriculum Vitae will be treated with strict confidentiality. By sending us your personal data, you are deemed to consent to RMA Consultants Pte Ltd and its affiliates collecting, using, and disclosing your personal data for the purposes set out in our Data Protection Policy at http://bit.ly/3GHgsknand Privacy Policy at http://bit.ly/3W63rp7.

We regret to inform you that only shortlisted candidates will be notified.

Mounika Tanuku
EA Licence No. 93C4403
EA Regn. No. R22109193

RMA Consultants