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Senior / Assistant Manager, Medical Affairs (Service Feedback)

Salary undisclosed

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This position is pivotal in managing patient feedback to enhance overall patient satisfaction and experience while providing guidance to the team on feedback management. You will also be contributing to projects aimed at driving patient satisfaction within our hospital.

Responsibilities

  • Manage complaints to ensure effective and timely resolution
  • Mentor team members on Feedback Management
  • Initiate and coordinate investigation with relevant teams / departments
  • Generate and present reports on complaint data, offering insights and recommendations for continuous improvement
  • Manage the Feedback Dashboard
  • Oversee the Knowledge Directory within Service Feedback team
  • Manage ad hoc projects


Requirements

  • 2 to 4 years of relevant experience in customer service environment, preferably in a healthcare setting
  • Excellent interpersonal and communication skills
  • Possess good writing and analytical skills
  • Ability to work collaboratively across all levels of stakeholders
  • Ability to crystallise issues and identify root causes to facilitate effective resolution strategies
  • Ability to maintain composure and clarity of thought under difficult situations
  • Proficient in MS Office including Microsoft Excel