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Senior/Executive (Patient Relations Office)

Salary undisclosed

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Position: Senior/ Executive, Patient Relations OfficeDepartment: Operations & Support ServicesJob Description:To handle feedback cases received from patients, caregivers and members of the public.Responsibilities: * Manage feedback (complaints, compliments, suggestions, enquiries) received via QSM hotline, emails, and in-person, ensuring prompt and empathetic responses that meet IMH's service standards.
  • Follow up with feedback provider to ensure appropriate resolution is provided to complete the interaction process within the department's performance indicator (14 working days).
  • Identify and prioritize urgent or complex cases and escalating to the Manager and/or Assistant Manager.
  • Maintain accurate records of all feedback cases in the feedback database system.
  • Prepare feedback statistics on a monthly basis and conduct basic analysis of the data with data analytics tools such as Excel or PowerBI.
  • Prepare compliment features on a monthly basis and broadcast within the hospital to share good service provided by various staff.
  • Coordinator for the MOH Patient Experience Survey (PES) with MOH and its appointed vendor
Requirements:
  • General degree, healthcare administration, or related field
  • Experience in feedback management and healthcare background are added advantages.
  • Following skills to be successful: exceptional communication skills
, empathy, interpersonal skills, conflict resolution ability to diffuse situations and working as a team. * Basic data analytics skill in Excel. Added knowledge in PowerBI is an advantage.
  • Ability to work well under pressure and maintain a positive attitude.
About IMH:The Institute of Mental Health (IMH) in Singapore, established in 1928, is a premier 2,000-bed psychiatric hospital nestled in Buangkok Green Medical Park, providing comprehensive mental health services across 50 inpatient wards and 7 outpatient clinics, while also playing a pivotal role in training the next generation of mental health professionals through the NHG-AHPL Residency Programme and collaborations with local academic institutions.
Position: Senior/ Executive, Patient Relations OfficeDepartment: Operations & Support ServicesJob Description:To handle feedback cases received from patients, caregivers and members of the public.Responsibilities: * Manage feedback (complaints, compliments, suggestions, enquiries) received via QSM hotline, emails, and in-person, ensuring prompt and empathetic responses that meet IMH's service standards.
  • Follow up with feedback provider to ensure appropriate resolution is provided to complete the interaction process within the department's performance indicator (14 working days).
  • Identify and prioritize urgent or complex cases and escalating to the Manager and/or Assistant Manager.
  • Maintain accurate records of all feedback cases in the feedback database system.
  • Prepare feedback statistics on a monthly basis and conduct basic analysis of the data with data analytics tools such as Excel or PowerBI.
  • Prepare compliment features on a monthly basis and broadcast within the hospital to share good service provided by various staff.
  • Coordinator for the MOH Patient Experience Survey (PES) with MOH and its appointed vendor
Requirements:
  • General degree, healthcare administration, or related field
  • Experience in feedback management and healthcare background are added advantages.
  • Following skills to be successful: exceptional communication skills
, empathy, interpersonal skills, conflict resolution ability to diffuse situations and working as a team. * Basic data analytics skill in Excel. Added knowledge in PowerBI is an advantage.
  • Ability to work well under pressure and maintain a positive attitude.
About IMH:The Institute of Mental Health (IMH) in Singapore, established in 1928, is a premier 2,000-bed psychiatric hospital nestled in Buangkok Green Medical Park, providing comprehensive mental health services across 50 inpatient wards and 7 outpatient clinics, while also playing a pivotal role in training the next generation of mental health professionals through the NHG-AHPL Residency Programme and collaborations with local academic institutions.