Job Description
Join Changi General Hospital as a Senior / Assistant Manager in the Office of Patient Experience and become the vital link between traditional patient feedback management and cutting-edge IT solutions. In this pivotal role, you will drive the transformation of how we capture, analyse, and act on patient insights to enhance every touchpoint of the care journey.
You will lead a team dedicated to leveraging data analytics, digital tools, and patient experience frameworks to deliver measurable improvements in service quality. Your work will directly influence strategic decision-making, ensuring that patient voices shape our services, policies, and innovations. If you are passionate about healthcare excellence, skilled in stakeholder management, and eager to pioneer the future of patient-centred care using technology, this is your opportunity.
Based at our campus in Simei, you will collaborate with clinical leaders, IT specialists, and frontline staff to design and implement intelligent systems that capture real-time feedback, identify trends, and trigger proactive resolutions. This is more than a management role—it is a chance to make a profound impact on the lives of thousands of patients and families.
Responsibilities
- Lead the strategic development and execution of patient experience intelligence initiatives, bridging feedback data with digital transformation.
- Oversee the end-to-end management of patient feedback platforms (surveys, digital kiosks, mobile apps) and ensure data integrity and timeliness.
- Analyse qualitative and quantitative patient experience data to identify service gaps, trends, and opportunities for improvement.
- Collaborate with cross-functional teams (clinical, IT, operations) to design and deploy IT solutions that enhance patient journey touchpoints.
- Develop dashboards and reports for senior management, translating complex data into actionable insights and recommendations.
- Drive continuous improvement projects using methodologies such as Lean, Six Sigma, or Design Thinking to elevate patient satisfaction.
- Manage and mentor a team of patient experience analysts and coordinators, fostering a culture of empathy and innovation.
- Stay abreast of emerging technologies and best practices in patient experience, digital health, and service design to keep CGH at the forefront.
Qualifications
- Degree in Business Administration, Healthcare Management, Information Systems, Statistics, or a related field. Master's degree is an advantage.
- At least 5 years of experience in patient experience, service quality, healthcare operations, or a related role, with a minimum of 2 years in a managerial capacity.
- Strong understanding of patient experience frameworks (e.g., Picker, CAHPS) and experience with feedback collection tools (e.g., Press Ganey, Qualtrics).
- Proven track record of using data analytics to drive process improvements and measurable outcomes.
- Excellent stakeholder management and communication skills, with ability to influence at all levels of the organisation.
- Hands-on experience with business intelligence tools (Power BI, Tableau) and familiarity with SQL or Python is highly desirable.
- Demonstrated ability to lead cross-functional projects and manage change in a complex healthcare environment.
- A genuine passion for enhancing patient-centric care and a commitment to the values of empathy, integrity, and excellence.