Patient Relations Service Executive (East/ Office Hours!)

[Job Order: 1625521]

Responsibilities:

• Manage patient and family feedback (complaints, compliments, suggestions) across multiple channels.
• Acknowledge feedback, clarify issues, and provide timely updates to patients and families.
• Coordinate investigations with clinical and non-clinical teams to ensure accurate findings and responses.
• Draft clear, empathetic, and professional written and verbal communications aligned with service standards.
• Support service recovery efforts to address concerns and rebuild trust.
• Facilitate family conferences, including coordination with relevant departments, minute-taking, and closure responses.
• Act as a neutral liaison between patients, families, and hospital departments to support issue resolution.
• Collaborate with multidisciplinary teams to deliver coordinated, patient-centred responses.
• Escalate complex or high-risk cases to management in a timely manner.
• Maintain accurate documentation of feedback, actions, and outcomes.
• Analyse trends and recurring issues; prepare reports and recommend service improvements.
• Advocate for patient perspectives while balancing organisational policies and clinical considerations.
• Ensure compliance with response timelines, documentation standards, and regulatory requirements.
• Handle sensitive information with confidentiality and professionalism.

Requirements:

• Bachelor’s Degree in Healthcare Management, Business Administration, Communications/Public Relations, Social Work, Psychology, or related disciplines.
• 1–3 years of relevant experience in patient relations, customer service, or service recovery within healthcare, social service, or public sector settings.
• Strong verbal and interpersonal skills and ability to collaborate across multidisciplinary teams.
• Strong organisational, documentation, and follow-up skills.
• Ability to analyse issues, exercise sound judgment, and recommend appropriate actions.
• Proficient in Microsoft Office applications.

Please include the following for us to conduct an effective job matching for you:

• Earliest availability date/ notice period
• Expected & Last drawn salary

To Apply, please kindly email your updated resume to [email protected] 

We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities. 

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EA Personnel Name: Victoria Loh Jie Li

EA Personnel Reg. No.: R1330197

EA Licence No.: 07C5771