Service Quality Sr Executive (C/S Excellence, Quality Standards and Improvement)

Job Description

• Provided timely clerical support to the QS Manager and generated accurate and presentable internal and external reports (Ministry of Health (MOH)-MP Report, Bulletin Report, Divisional Reports for CEO, CMB, COO, CFO, CDO and other Division Heads, Balanced Scorecard Report, Data Warehouse Report, etc).
• Took notes and undertook necessary actions during CEO/Senior Management walkabouts to wards, service areas.
• Provided solutions to service areas for complaints, rendered service recovery to patients/caregivers and drafted reply letters to feedback/Member of Parliament (MP) appeals.
• Liaise with other departments and institutions.
• Lead coordinator for regular Patient Focus Group sessions (logistics, etc).
• Coordinator for hospital and institution-wide events.
• Updated and uploaded Policy & Procedure into Intranet.
• Designed monthly Service Quality highlight slide for internal email blast.
• Despatched MP appeals to service areas, monitored status of replies and checked accuracy of details in reply letters.
• Assisted the QS Manager with routine follow-up for Patient Feedback Forms.
• Compiled feedback documentation for filing and provided timely case status information to staff maintaining the feedback database.
• Backup to take calls, answer general enquiries through the QSM line and attend to walk-in customers for complaint/feedback.
• Maintained the filing system for the Department (except filing of feedback documentation).
• Assisted with data-entry for Patient Feedback Forms to ensure deadlines for data capture are met.
• Ensure compliance to department deadlines and other Key Performance Indicators as shall be set and communicated from time to time.
• Knew the department's workflow and processes well.
• Other assignments as required.

Requirements:

• Min Degree in any field
• Experience in front line customer service and Quality Standards and Improvement for 2 years would be at an advantage
• Enjoys meeting and helping people
• Proficient in MS Office Applications

If you are interested in the position, do kindly drop your most updated to leonleong@recruitexpress.com.sg  (Attn: Quality Service Sr Exec)

Thank You.

Leon Leong De Cong
R1551708
EA License: 99C4599

Recruit Express Pte Ltd