Executive (Feedback Management), Quality Service Management, Patient Experience Office

1. JOB PURPOSE

The function of Quality Service Management (QSM) is critical in the consistent delivery of the highest standards in Patient Experience and increasing positive advocacy for Woodlands Health (WH). It provides a deep level of insight into how our relationships and interactions with our patients, their families and visitors can be better. Members of QSM also serves as both the patient advocate.

This role will be responsible for managing and resolving patient feedback efficiently and effectively. Your role is crucial in maintaining patient satisfaction by addressing grievances in a timely and professional manner.

1. MAJOR DUTIES & RESPONSIBILITIES

Specific

1. Handle feedback and escalations from patients, families and the public; finding solutions to amicable closure, identifying opportunities for service improvements.
2. Conduct thorough investigations into customer complaints, including gathering relevant details, reviewing documentation, and collaborating with other departments or teams to understand the root cause of the issue and resolve.
3. Keep documentation and facilitate management of all cases logged and issues handled/resolved.
4. Support QSM team in managing compliments and appreciation both internal and external as part of building a strong service culture in WH.  This includes keeping records and collation of all compliments of WH staff; promoting award(s) regularly to garner participation; handling the administration of award to winners and updating of communication platforms.
5. Collaborate with different stakeholders from different areas of patient/public engagement to work out appropriate work processes and workflows for an effective and efficient patient experience
6. Ensure compliance with regulatory requirements and industry standards related to complaint handling, data protection, and customer confidentiality. Adhere to company policies and procedures while handling.

   General

    

7. Responsible for daily management of a centralised system that receives feedback, to investigate and engage various stakeholders to resolve issues and recover service.
8. To act as liaison for all feedback related and being the patient’s voice; this includes responding to patient’s issues, facilitating family meetings with care teams, conducting surveys at wards and various touchpoints.
9. Assist team to increase awareness of importance of service and drive internal service excellence recognition; setting the foundation for WH’s service culture.
10. Assist team in administrative tasks relating to survey work such as updating downloading data and outputs for reports. Support patient experience improvement initiatives where required.
11. Representing the department in hospital wide projects or activities where relevant.

JOB REQUIREMENTS

Education / Training / Experience
i. Have spent at least 2 years in customer/client servicing or feedback management role will be considered for Executive. Have spent at least 4 years in customer/client servicing or feedback management role will be considered for Senior Executive. 
ii. Possess good writing and interpersonal skills
iii. Good Microsoft office skills
iv. Experience in healthcare or hospitality sector is a bonus

ATTRIBUTES

1. Excellent communication skills, both verbal and written, with the ability to convey information clearly and professionally.
2. Strong interpersonal skills and the ability to empathize with customers while remaining calm and composed under pressure.
3. Analytical mind-set with the ability to investigate issues, identify trends, and develop appropriate solutions.
4. Ability to work independently as well as collaboratively within a team environment.
5. Commitment to providing exceptional customer service and maintaining high standards of professionalism and integrity.

OTHERS

1. Collaborative
2. Proactive attitude