Job Description
Changi General Hospital is seeking a dynamic Assistant Manager/Senior Executive to join the Office of Patient Experience on a 7‑month contract. In this pivotal role, you will act as the relational bridge between patients, their families, and clinical teams, ensuring every interaction contributes to a positive hospital experience. You will support initiatives that enhance patient satisfaction, coordinate feedback mechanisms, and collaborate with multidisciplinary staff to drive continuous improvement in service delivery. This position offers the opportunity to make a tangible impact on patient care while developing your expertise in healthcare customer service within a leading Singaporean medical institution.
Based in Simei, East Region, you will work closely with hospital leadership to translate patient insights into actionable improvements, monitor service quality metrics, and help foster a culture of empathy and excellence across all touchpoints. If you are passionate about elevating the patient journey and thrive in a fast‑paced, compassionate environment, we invite you to apply.
Responsibilities
- Serve as the primary liaison between patients, families, and clinical teams to address concerns and enhance experiences.
- Collect, analyse, and report patient feedback and satisfaction data to inform service improvements.
- Coordinate patient experience initiatives and campaigns across departments.
- Develop and maintain standardized processes for handling inquiries, compliments, and complaints.
- Train and orient frontline staff on patient‑centred communication and service standards.
- Participate in interdisciplinary meetings to share insights and recommend actionable improvements.
- Monitor key performance indicators (KPIs) related to patient experience and prepare monthly reports for management.
- Ensure compliance with hospital policies and regulatory requirements pertaining to patient rights and privacy.
Qualifications
- Bachelor’s degree in Healthcare Management, Business Administration, Social Sciences, or a related field.
- Minimum 3‑5 years of experience in patient relations, customer service, or healthcare administration.
- Proven ability to analyse data, generate reports, and translate insights into actionable plans.
- Excellent interpersonal and communication skills, with a compassionate and patient‑focused mindset.
- Strong organisational skills and the ability to manage multiple priorities in a fast‑paced environment.
- Proficiency in MS Office (Word, Excel, PowerPoint) and experience with CRM or feedback management systems.
- Knowledge of Singapore healthcare standards and patient safety principles is advantageous.
- Ability to work effectively both independently and as part of a multidisciplinary team.