Sr Asst Manager, Quality Service Management (QSM)

Sr Asst Manager / Manager, Patient Experience Unit

Quality Service Management (QSM) Tan Tock Seng Hospital

At Tan Tock Seng Hospital (TTSH), we are committed to delivering high-quality and patient-centred care through our service commitment of" Care. Best for You. With You."

We are looking for a dynamic and passionate individual to join our Quality Service Management (QSM) team as Manager, Patient Experience Unit (PEU).

This is an exciting opportunity to work with patients, caregivers, and healthcare teams to improve healthcare experiences, strengthen patient-centred care, and drive meaningful service improvements across the hospital.

The Manager will support the implementation of TTSH's patient experience and service excellence initiatives through patient and staff engagement, service improvement projects, and stakeholder collaboration.

The role will also gain hands-on exposure to feedback management and service recovery processes, building a well-rounded understanding of patient experience and service quality across the continuum of care.

Key Responsibilities

• Support the implementation of TTSH's service excellence and patient experience initiatives, including the Service Champion Programme and Bridge@TTSH (Patient Advocacy Programme)

• Facilitate patient and caregiver engagement activities, including focus group discussions and patient experience booths, to systematically gather patient and caregiver voices and translate insights into service improvement opportunities

• Support the review and management of patient feedback and service recovery efforts to gain first-hand insights into patient experiences across the continuum of care

• Analyse patient feedback, survey findings and other qualitative and quantitative data sources to identify trends and opportunities for improvement

• Work with patients, caregivers, clinicians and operational stakeholders to translate insights into practical service improvements, using improvement methodologies such as Lean, Service Design and Design Thinking

• Support programme evaluation, impact measurement and reporting to demonstrate outcomes and drive continuous improvement

Who We Are Looking For

We are looking for someone who is:

• Passionate about improving healthcare experiences for patients and caregivers
• Comfortable engaging stakeholders across different professional groups
• Curious, analytical and able to translate insights into action
• Skilled in project management, facilitation and collaboration
• Interested in healthcare improvement, patient experience and service excellence
• Comfortable working in a dynamic environment where initiatives continue to evolve

Preferred Experience

• At least 5 years of relevant working experience
• Experience in healthcare, patient experience, service improvement, project management or related fields
• Experience in stakeholder engagement, workshop facilitation or quality improvement would be advantageous
• Familiarity with Lean, Service Design, Design Thinking or other improvement methodologies would be an advantage