Executive Customer Feedback

JOB SUMMARY

Responsible for Patient Feedback (70%) and Administrative Support (30%), serving as the main point of contact for patient feedback matters across departments.

DUTIES & RESPONSIBILITIES

Patient Feedback

1. Ensure Patient Feedback data is accurately tabulated and maintained.
2. Analyse and present Patient Feedback to Managers and HODs during monthly meetings.
3. Prepare and submit monthly reports to HODs, Department Managers and Service Excellence Division within the required timeline.
4. Work closely with IHH MY and SED teams to ensure Patient Feedback systems and channels operate smoothly.
5. Monitor negative feedback and ensure responses are provided within the required timeline.
6. Monitor departmental action plans and service improvement initiatives arising from patient feedback and complaints.
7. Coordinate departmental events, projects and initiatives according to schedule.
8. Encourage staff, Managers and HODs to promote online patient feedback.
9. Follow up with departments on timely submission of action plans for negative feedback and complaints.
10. Support the hospital in achieving its customer satisfaction (CSAT) target.
11. Deputise for the immediate superior when required.
12. Participate in Department and Hospital quality indicators.
13. Perform other related duties as assigned by the superior.

Administrative Support

1. Monitor and submit the TMS report to HR on a weekly basis.
2. Coordinate and process OT claims for Service Ambassadors and Concierge.
3. Support division administrative functions including HR matters, procurement and document control.

JOB REQUIREMENTS

Qualifications / Experience

• Minimum Degree in Business, Hospitality, Public Relations or related fields.
• Experience in planning and implementing customer service programmes.
• Computer literate, particularly in handling graphs and statistics.

Other Requirements

• Good customer service and communication skills.
• Able to handle customer feedback, problems and complaints.
• Able to manage and analyse patient feedback data.
• Good planning and organisational skills.
• Detail-oriented with strong follow-up skills.
• Able to work independently.
• High integrity, honest and trustworthy.
• Willing to work extended hours and shift duties when required.