Assistant Manager, Patient Experience Office

This role offers an exciting opportunity to:

• Lead organisation-wide service excellence initiatives for staff to that align with Woodlands Health Patient Experience Strategy
• drive continuous improvements in service quality and excellence.
   

These will ultimately facilitate Woodlands Health’s goal of achieving patient-centred innovations and care to enhance the patient, caregiver and staff experience.

MAJOR DUTIES & RESPONSIBILITIES

1. Secretariat for Service Excellence Committee (SEC)
   This role involves more than administrative tasks. Key responsibilities include collaborating closely with operational teams, clinicians, leadership, and all levels of organisation to drive strategic discussions on service excellence initiatives at WH. This will drive patient-centred innovations, enhance the patient experience, and foster multidisciplinary collaboration. Given the opportunity, this role can make a profound impact on service quality at WH, leading programs that prioritize patient and caregiver needs and empower them towards better health, while advancing WH vision of “Adding years of healthy life”.
2. Lead for Service Excellence Campaigns and Initiatives
   The role oversees planning and execution of Woodlands Health’s annual Service Excellence Day and associated initiatives throughout the year to reinforce service steps and behaviours with colleagues. It includes working closely with internal stakeholders to define objectives and lead a committee of six teams (administration, logistics, publicity, stage events, fringe activities, and awards & recognition) made up of staff from various departments. Without this FTE, the scale and quality of the event and associated initiatives would need to be significantly scaled down. These campaigns and initiatives are critical to establishing Woodlands Health’s reputation as a person-centric, compassionate, ethical, and responsible organisation (NHG core values) who is committed to caring for and improving the lives of our patients, community, and healthcare family.
3. Lead Patient Experience and Service Improvement Projects
   These projects aim to drive continuous improvements in service quality and excellence based on gaps/frictions identified via resolution of feedback received from patients, caregivers, visitors, and staff. Based on current data, service quality improvement projects include those that aim to improve communication from our staff to NOK/patient, improve our patient billing workflows, bereavement experience and patient empowerment on the wards (e.g., Inpatient Communication Board).
4. Key collaborator with Culture Building Implementation team 
   As Secretariat of the SEC, this role will require working closely with the broader WH Culture Building Implementation team to ensure roll out of service standards and service improvement projects reinforce and compliment the Culture Building initiatives.
5. Co-lead for Patient Experience Survey (PES) Improvement
   This involves leading the procurement of the new platform via Waiver of Competition and on-boarding of the awarded vendor. This platform is crucial in capturing and analysing feedback to identify actionable insights to inform and prioritise improvement projects. Without this FTE, the team risks falling behind on addressing feedback, which could lead to entrenched service lapses.

JOB REQUIREMENTS

Education / Training / Experience

1. Minimum 5 years of related work experience, preferably in a health-related field
2. Tertiary qualifications in disciplines such as public health, health communication, nursing/allied health, health service administration or other health professions in a related field.
3. Experience in project management through the full lifecycle and demonstrated ability to support the delivery of high quality projects. Design Thinking proficiency is added advantage.
4. Excellent written and verbal communication skills including ability to communicate well with a wide range of people.
5. Well-developed writing skills across a range of writing genres.
6. Proven ability to work effectively as a team and independently
7. Demonstrated ability to engage, influence and work collaboratively with a diverse range of stakeholders.
8. Ability to problem-solve and exercise initiative and judgement.
9. A commitment to the principles of confidentiality and privacy
10. Competent in use of Microsoft Office Suite

Attributes

1. Creative
2. People oriented 
3. Resourceful
4. Empathetic
5. Self-aware