Executive, Quality Service Management (QSM)
The Challenges
You will be part of the Quality Service team, where you will help to synergise the hospital's efforts to advance patient engagement, empowerment, and experience.
Your core responsibility is to manage feedback and enhance patient experience following the implementation of new national systems. The job requires an individual who likes working with people and is able to distil these encounters into meaningful quality service initiatives for systemic improvement. Your responsibilities include the prompt resolution and closure of service-related feedback, guided by the organisation’s service performance indicators. You will facilitate and coordinate hospital-wide initiatives and projects to enhance service excellence and uphold the organisation's service culture. These include conducting surveys, organising programmes and events, and planning focus group discussions.
In addition, you will assist in creating and populating data dashboards of feedback indicators to track service satisfaction, feedback trends and patterns. These insights will be presented to hospital committees and workgroups to inform strategic decision-making.
The Requirements
- Bachelor’s degree, preferably in Marketing, Communications, Psychology, or a business-related discipline
- At least 5 years of working experience in marketing communications or service quality, preferably from the healthcare industry
- An excellent team player and effective communicator
- Creative, highly-motivated and results-oriented
- Excellent organizational, leadership and people management skills
- Good knowledge of social media platforms
- Ability to multi-task with minimal supervision amidst tight timelines
- Training in data management and analytics will be an advantage
*This will be a 2-years contract position.