Executive, Patient Relations Service

Job Description & Requirements

Job Summary

The Patient Relations Executive plays a key role in enhancing patient and family experience in the community hospital by managing feedback (complaints, compliments, and suggestions, etc), and service recovery. The role serves as a liaison between patients, families, clinical teams, and hospital departments to ensure timely resolution of concerns, clear communication, and continuous improvement in service quality.

Key Responsibilities

Patient Feedback Management

• Receive, assess, and manage patient and family feedback (complaints, compliments, suggestions, etc) through various channels (e.g. emails, online surveys, calls, walk-ins, etc).
• Conduct timely follow-ups with patients and families to acknowledge concerns, clarify issues, and provide updates.
• Coordinate investigations with clinical and non-clinical departments to ensure accurate fact-finding and appropriate responses.
• Draft clear, empathetic, and professional written and verbal responses in accordance with institutional policies and service standards.
• Support service recovery efforts to address patient concerns and restore trust.
• Coordinate and facilitate family conferences between the relevant department(s)’ in-charge and patients/families, including minute-taking for internal circulation and providing a formal closure response to the patients/families.

Stakeholder Coordination & Communication

• Act as a neutral liaison between patients/families and hospital department(s) to facilitate understanding and resolution of issues.
• Engage doctors, nurses, allied health, and support services to ensure coordinated and patient-centred responses.
• Escalate complex or high-risk cases to management appropriately and in a timely manner.

Reporting & Quality Improvement

• Maintain accurate documentation and logs of feedback, complaints, and outcomes.
• Analyze trends, recurring issues, and service gaps, and prepare reports for management review.
• Provide insights and recommendations to support service improvement initiatives and patient experience strategies.

Patient Advocacy & Service Excellence

• Advocate for patients’ perspectives while balancing organizational policies and clinical considerations.
• Promote service excellence, empathy, and professionalism in patient interactions.
• Support hospital initiatives related to patient experience, accreditation, and service quality.

Compliance & Governance

• Ensure compliance with response timelines, documentation standards, and institutional or regulatory requirements.
• Maintain confidentiality and professionalism in handling sensitive patient information.

Job Requirements

Education:

Bachelor’s Degree in:

• Healthcare Management
• Business Administration
• Communications/ Public Relations
• Social Work, Psychology, or related disciplines

Experience:

Minimum 1-3 years of relevant experience in:

• Patient relations / patient experience
• Customer service or service recovery roles
• Healthcare, social service, or public sector environments

Skills & Competencies:

• Strong verbal and communication skills.
• Ability to communicate with empathy, professionalism, and sensitivity in emotionally charged situations.
• Good interpersonal skills with ability to work collaboratively across multidisciplinary teams.
• Strong organizational, documentation, and follow-upskills.
• Ability to analyze issues, exercise sound judgement, and recommend appropriate actions.
• Excellent written skills for professional correspondence and reports.
• Proficient in Microsoft Office.
• Empathetic, patient-focused, and service-oriented.
• Team-oriented with the ability to work independently.