MAJOR DUTIES AND RESPONSIBILITIES

1. SPECIFIC (80%)

1. 1. Receive clinical feedback/ complaints from various sources.
   2. Acknowledge receipt of feedback/ complaints within 2 working days via telephone/email.
   3. Retrieve all relevant notes and write to all parties involved to obtain accurate information related to the feedback/ complaints.
   4. Prepare SBAR, recommendation and submit to Manager for approval.
   5. Write reply letters to patients and send them.
   6. Put up waiver form for cases.
   7. Process compensation packages.
   8. Send potential claim cases to insurance.
   9. Handle medico-legal issues and clinical complaints.
   10. Arrange meetings with patients, patient's relatives and doctors to address their concerns.
   11. Prepare minutes of meeting.
   12. Prepare weekly and monthly feedback / complaints updates and report.
   13. Prepare bi-yearly Medical Board paper on feedback/ complaints.
   14. Support the administration and secretariat/ member to Hospital Medical Board subcommittee(s) and prepare Medical Board papers for the committee(s).

      B. GENERAL (20%)

1. 1. Take on supervisory roles or special projects, as directed.
   2. Participate in patient safety walk rounds.
   3. Embrace continuous improvement as our way of life by improving and refining work performance on a daily basis.
   4. Any other tasks as deemed appropriate by the RO and HOD, Patient Relations Services (Clinical).

JOB REQUIREMENTS

1. EDUCATION, TRAINING AND EXPERIENCE

          Degree related to healthcare, with at least 2 years' relevant experience.

2. PROFESSIONAL LICENCE

             NIL