Manager, Patient Experience (Lead, Service Quality & Volunteer Management)

Roles & Responsibilities

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.

Job Responsbilities

• 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 the hospital.
• 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.

Only shortlisted candidate will be notified.

To apply, please visit to www.gmprecruit.com and search for Job Reference: L697Y4Y5

GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | EA Personnel: Jaremy Ong | Registration No: R1876766

This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.

By applying for this role, you consent to GMP Recruitment Services (S) Pte Ltds PDPA and e2is PDPA.