Manager, Patient Experience

Reporting to the Head, Corporate Communications & Partnerships, you will lead a synergistic team that cultivates a culture of service excellence, focusing on collaboration, continuous learning, and innovation to provide patients with the best experience in SLH. Job Role and Responsibilities: · Develop and implement strategies and processes to elevate the patient experience across all touchpoints, including inpatient, outpatient, and community care, involving staff and volunteers. · Create and manage volunteer engagement programs that enhance their role in improving patient experience and overall care quality. · Utilize patient feedback from surveys, complaints, and compliments to identify trends and collaborate with hospital leadership to drive continuous quality improvements. · Increase volunteer participation by collaborating with both external and internal stakeholders to design meaningful roles that complement professional healthcare services and contribute to better patient outcomes. · Respond promptly and effectively to feedback from patients, caregivers, and volunteers, managing investigations, de-escalation, and service recovery as needed. · Innovate strategies and processes to enhance operational efficiency and promote a seamless, integrated care experience for patients. · Establish and implement a structured recognition program to celebrate the contributions of staff and volunteers, fostering long-term commitment to service excellence. · Oversee IT and data management systems for service quality, volunteer management, and impact analysis to ensure accurate tracking and reporting of outcomes. · Provide monthly reports on service quality feedback and results, and volunteer management, to relevant oversight committees, ensuring transparency and accountability in performance. Job Requirements: · Qualifications from a recognised tertiary institution with a minimum of 5 to 8 years of relevant experience in stakeholder and/or project management. · Energetic leader with good interpersonal, communication and organisational skills with proven team management experience. · Strong planning and execution abilities to drive processes and delivery of objectives. · A team player with initiative and desire to support the vision and mission of St Luke’s Hospital (SLH). · Ability to communicate in vernacular languages is a plus. · Experience in health and social care and/or non-profit sector, service quality and volunteer management will be an advantage. J-18808-Ljbffr

Location: Singapore, SG

Posted Date: 5/17/2025