Senior/Executive (Patient Relations Office)

Company description:

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 Office

Department: Operations & Support Services

Job Description:

To handle feedback cases received from patients, caregivers and members of the public.

Responsibilities:

1. 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.
2. 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).
3. Identify and prioritize urgent or complex cases and escalating to the Manager and/or Assistant Manager.
4. Maintain accurate records of all feedback cases in the feedback database system.
5. Prepare feedback statistics on a monthly basis and conduct basic analysis of the data with data analytics tools such as Excel or PowerBI.
6. Prepare compliment features on a monthly basis and broadcast within the hospital to share good service provided by various staff.
7. 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 (both written and verbal), 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.