Khoo Teck Puat Hospital Hiring! Full Time Assistant Director, Patient Experience Office in North Region (Singapore) - Ricebowl

Responsibilities include:

• Develop, monitor and report on key performance indicators for patient experience and service quality, ensuring optimal use of departmental resources.
• Lead engagement and collaboration with internal stakeholders (clinical and operational teams) and external partners to reach patients and caregivers effectively.
• Design and implement work processes and initiatives that drive improvements in service delivery and patient satisfaction.
• Data & analytics: Establish analytics capabilities to capture, triage and turn qualitative and quantitative feedback into prioritized improvement opportunities and measurable impact.
• Feedback & service recovery: Oversee the team’s management of service feedback, complaints handling and service recovery efforts to resolve issues promptly and compassionately.
• Identify and mitigate reputational risks to the organisation due to service lapses, including management and implementation of mitigation plans.
• Provide day-to-day administrative leadership of team operations, ensuring smooth workflow, compliance and effective resource allocation.
• Cross-cluster initiatives require timely collaboration from clinical and operational stakeholders.
• Maintain operational reports and conduct strategic reviews with hospital leadership and relevant committees.

Others:

• Act as a change leader, championing patient-centred service transformation across the organisation.
• Align the Patient Experience Office’s objectives with broader hospital business goals.
• Support staff development and training activities to build capability and morale.
• Participate in and support corporate-wide programmes and initiatives.
• Build, mentor and succession-plan for a high-performing team.
• Foster a culture of continuous improvement by encouraging staff to propose and implement process improvements that enhance clinical quality and operational excellence.

Requirements

• A recognised degree and/or relevant professional qualifications.
• Minimum 8 to 10 years’ work experience, preferably in service-related sectors or healthcare.
• Prior experience managing service feedback and familiarity with quality service frameworks are essential.
• Be comfortable in approaching and managing difficult/challenging customers.
• Possess positive attitude, initiative and keenness to learn.
• Possess good interpersonal and written/verbal communication skills; able to engage effectively with patients, caregivers, clinical teams and senior leaders. Strong sense of service orientation and empathy for patients and families.
• Well-versed in IT and data-analytic tools with the ability to translate data into actionable improvement plans.
• Must be a good team player and be willing to be on call to attend to emergencies after office hours.
• Positive attitude, initiative-taking and a commitment to learning and continuous improvement.