Executive, Customer Relations & Experience (Backend Support)

Job Scope

• Manage patient and family feedback, including complaints, compliments and suggestions received through various channels.
• Follow up with patients and families to understand concerns, provide updates and facilitate timely resolution.
• Coordinate with clinical and non-clinical departments to investigate cases and develop appropriate responses.
• Draft clear, empathetic and professional responses while supporting service recovery efforts.
• Coordinate family conferences between patients/families and relevant hospital departments, including meeting documentation and closure responses.
• Act as a liaison between patients, families and hospital teams to facilitate communication and resolution of concerns.
• Escalate complex or high-risk cases to management appropriately.
• Maintain accurate records and analyse feedback trends, recurring issues and service gaps for management reporting.
• Provide insights to support patient experience, service quality and continuous improvement initiatives.
• Support patient experience, accreditation and service excellence initiatives while ensuring confidentiality and compliance with relevant policies.

Requirement

• Bachelor's Degree in Business Management / Hospitality or equivalent

Interested applicants, kindly furnish us with your detailed resume in MS Words format and click "Apply Now" button. We regret to inform only shortlisted candidates will be notified. Applicants who do not possess necessary experience or qualification will still be considered on individual merits and may be contacted for other opportunities.

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