Executive

A.       PRINCIPAL RESPONSIBILITIES

Patient Relations 

• Manage NHGP Feedback channels including, email, feedback hotline, feedback form and letters.
• Summarise and record patient feedback received via NHGP Feedback channels into Feedback Management System (FMS).
• Initiate and coordinate investigation with relevant clinics/department.
• Monitor and follow-up outstanding feedback issues, ensuring proper closure and reply are provided to feedback providers within the stipulated response time.
• Draft formal replies, when necessary.
• Escalate complex feedback for discussion with Reporting Officer.
• Analyse statistic data and prepare Monthly Feedback Reports for Senior Management and other ad-hoc reports, as needed.

Service Leadership

• Plan, co-ordinate, implement and ensure smooth running of service standards and monitor customer satisfaction via patient focus groups, mystery audits, patient satisfaction survey etc.
• Work closely with iCARE network and Ops colleagues in planning, organizing and implementing service quality related campaigns and initiatives to create awareness and inculcate a culture of service excellence among staff.
• Monitor, coordinate, communicate and implement rewards and recognition programs and events, like regular service celebrations and annual Quality Day, to cultivate role models and motivate staff to provide quality service through various awards and incentives.
• Identify and review service gaps based on the feedback received and propose service initiatives and training programme for continuous improvements.
• Work closely with clinics to support their service quality drive.
• Provide secretariat support to the various Quality Council, Service Quality Steering Committee and other related committees and workgroups

 B.       SECONDARY RESPONSIBILITIES

• Represent Quality Service Manager for internal or external meetings.
• Take minutes of meetings, as assigned.
• Perform any other duties that may be assigned from time to time by supervisor.

ADDITIONAL RESPONSIBILITIES FOR SENIOR EXECUTIVE 

• To lead a project team independently
• Perform vetting of editorial materials such as iCARE Stories!, Service Catch! and other newsletters as assigned

Requirements:

• Bachelor Degree
• Possess at least 2 years of experience in the Service/Hospitality
• Working experience in healthcare setting is desired but not a requirement
• Passion for service, possess right aptitude and attitude for excellent service
• Effective telephone and interpersonal skills coupled with excellent oral and written communication skills in English
• Ability to converse in Mandarin and dialects will be an advantage
• Ability to multi-task, work independently and as a team player
• Proficient in MS Office applications such as Excel and PowerPoint, with statistical and analysis skills
• Possess good time and project management skills, meticulous and well-organised.