Executive, Healthcare Quality

Company description:

The National Healthcare Group (NHG) is a leader in public healthcare in Singapore, recognised at home and abroad for the quality of its medical expertise and facilities. Care is provided through an integrated network of seven primary care polyclinics, acute care and tertiary hospitals, national specialty centres and business divisions. Together they bring a rich legacy of medical expertise to our philosophy of integrated patient-centred care.

NHG's vision is "Adding Years of Healthy Life". This vision goes beyond merely healing the sick to the more difficult and infinitely more rewarding task of preventing illness and preserving health and quality of life. With some 22,000 staff, NHG aims to provide care that is patient-centric, accessible, seamless, comprehensive, appropriate and cost-effective.

As the Regional Health System (RHS) for Central-North Singapore, it is vital for NHG to partner and collaborate with stakeholders, community advisors, and voluntary welfare organisations. Together with our patients, their families and caregivers, we aim to deliver integrated healthcare services and programmes that help in Adding Years of Healthy Life to all concerned.

JOB PURPOSE

Support the Chief Quality Officer (CQO) and Deputy Director, QRM in handling NHG quality service management (QSM) and patient experience projects, department business continuity plan, call-tree and department level personal data protection work.

The Senior / Executive supporting the QSM-designate role accepts incoming feedback via the QSM hotline, QSM email, and regular mail, according to the established policy document, which outlines the process flow and guides escalation if necessary. After liaising with the appropriate parties/stakeholders for the necessary information, QSM Senior / Executive may help to facilitate resolution of the issues / feedback raised and maintain the summary log of incoming feedback.

The Senior / Executive is expected to work closely with institutional QSM/quality departments to act as a central point of contact for Patient Experience/ QSM related projects. The project role involves gathering of information, perform basic analysis, organising and sharing of information to staff, partnering relevant department in handling social media/PDPA matters and reporting results and recommendations to various quality committees.

The department business continuity plan, call-tree and PDPA work involves supporting Manager, QRM in activation, maintaining currency, implementation of best-practices and internal audit.

The secretariat to NHG Quality Organizing Committee, NHG Quality Director Forum and/or other Quality Improvement Committee is responsible for planning meeting dates and venues, establish agendas (for each meeting and the year at a glance), confirming membership and attendance, preparing meeting materials (papers, slides, other media, etc), writing minutes, and supporting changes to membership / composition, issuing appointment letters and terms of reference.

Other additional functions include assisting in other departmental activities such as Quality Convention, Patient Safety event and identify opportunities to collaborate with internal and external partners for Quality Improvement and Patient Safety related trainings, research initiatives and publications.

MAJOR DUTIES & RESPONSIBILITIES

NHG Quality Service Management and projects

• Handle incoming feedback (QSM hotline, email, regular post, face to face)
• Liaise with relevant parties for resolution / closure
• Ensure timely closure
• Escalation to appropriate level (e.g., NHG SMM, MOH) as needed
• Update / review QSM policy document as needed
• Maintain database of QSM statistics (shared drive)
• Attend MOH QSM meeting and update GQRM team as needed
• Patient experience update and vendor selection
• Coordinate with institutional QSM/ quality departments, and act as a central point of contact for QSM related projects (gathering of information, perform basic analysis, organising and sharing of information to staff, partnering other department on social media/PDPA matters and reporting results and recommendations to various quality committees).

Department BCP, Call-Tree & PDPA work

• Support Manager, QRM in activation, maintaining currency, implementation of best-practices and internal audit.

Secretariat Work

• Plan agenda, collation of attendees, writing meeting minutes, pre- and post-meeting action items, meeting materials (papers, slides, etc), new member appointments (admin) support

Others

• Perform planned activities such as Quality Convention, Patient Safety Event, department event and Ad-hoc tasks as assigned by Supervisor

JOB REQUIREMENTS

Education/Training/Experience

• Bachelor's Degree
• Good writing and editing skills.
• Minimum 3 years of relevant experience, preferably in a healthcare setting or customer service setting.
• Demonstrate knowledge and skills in handling customer experience work
• Has basic knowledge and experience with process improvement approaches
• Possess good organization and project management skills

Personal Attributes

• Strong interpersonal and influencing skills in working with different groups of stakeholders
• Team-player, demonstrates excellent team spirit and skills in leading teams
• Ability to influence and motivate people
• Ability to handle and manage stressful situations and work independently under pressure
• Self-motivated, creative and possess the passion to contribute to the regional healthcare system