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Executive, Feedback Management (Patient Relations - STRONG IN WRITING) #HJC


Service Quality

  • Plan, co-ordinate, implement and ensure smooth running of various standards and measurements to monitor customer satisfaction via patient focus groups, mystery audits, patient satisfaction survey etc.
  • Plan, organize, co-ordinate and execute service quality initiatives, development and delivery on the ground.
  • Plan, organize and implement a comprehensive service quality campaign to create awareness and inculcate a culture of service excellence
  • Monitor, coordinate communication and implementation of rewards and recognition programs and events, like regular service celebrations and annual Quality Day, to cultivate role models and motivate staff to provide quality service through various awards and incentives.
  • Identify and review service gaps based on the feedback received and propose service initiatives and training programme for continuous improvements.
  • Work closely with clinics to support their service quality drive.
  • Provide secretariat support to the various Quality Council, Service Quality Steering Committee and other related committees and workgroups.

Feedback Management

  • Manage Feedback via feedback form, correspondence (email, letter or fax) and phone.
  • Summarise and record patient feedback received phone into Feedback Management System (FMS).
  • Record and/or scanned patient feedback received via correspondence (email, letter or fax) into FMS.
  • Initiate and coordinate investigation with relevant clinics/department.
  • Monitor and follow-up outstanding feedback issues, ensuring proper closure and reply are provided to feedback providers within the stipulated response time.
  • Draft formal replies wherever necessary.
  • Escalate overly challenging feedback to and discuss with Reporting Officer.
  • Analyse statistic data and prepare Monthly Feedback Reports for Senior Management and other ad-hoc reports, as needed.


  • Degree with at least 2-3 years of experience in quality management or operations, preferably in the healthcare or service industry.
  • Passion for service, and the right aptitude and attitude to deliver excellent service.
  • Strong in oral and written communication skills, esp. in framing and writing feedback replies.
  • Strong in problem-solving, statistical and analytic skills.
  • Proficient in MS Office applications such as Excel and PowerPoint.

TELE me at @jacechooo or WA me at NOW!
Interested candidates please submit your resume to

Jace Choo Oi Kei
Personnel EA License No.: R1875164
Recruit Express Pte Ltd (EA Licence No.: 99C4599)


Healthcare / Pharmaceutical / Life Science / Medical Device


Healthcare - Pharmaceutical / Life Science / Medical Device / Clinical Research / Regulatory Affairs



Employment Type




If you meet the requirements of this role, please email a detailed resume in Word document to Jace Choo Oi Kei.
CEI Registration No.: R1875164
Tel: 67363280
*All information will be treated with strictest confidence. We regret that only short-listed applicants will be notified.