Quality Service Management Snr Exec/ Manager - Healthcare

Recruit Express Pte Ltd| Date Posted: 1-Oct-2019
EA Licence No: 99C4599|EA Personal Registration No: R1875164
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Job Nature:
Position Level:
Experienced, Manager
Bachelor's / Honours

Job Description

Broad Scope

  • Oversee a team to manage all service feedback received &service recovery efforts & conflict resolution in daily operations engagement efforts like service champions (internal) and focus groups (external)
  • Attend to and Resolve patients’/NOKs’/Visitors’ escalated enquiries and feedback (Issues)
  • Via telephone, email &/or in person
  • Collaborate with related functions and departments to document sequence of events that led to the issues, identify root cause(s), and provide a solution to resolve the issue(s)
  • Collaborate with training department to develop training programs for internal stakeholders
  • Documentation and management of all cases logged and issues handled/resolved
  • Identify areas of improvement
  • Reporting of cases/issues and improvement recommendations
  • Development of analytic capabilities and feedback channels
  • Support patient experience improvement initiatives when required



  • Degree with minimum 5 years in customer/client fronting service and quality improvement roles.
  • Certification in Customer Service/Conflict Management &/or Communications Training is a bonus
  • Nursing Experience is a bonus
  • Service-oriented, Empathetic and Confident
  • Experience in managing teams
  • Experience in healthcare or hospitality sector is a bonus
  • Possess Good writing and interpersonal skills
  • Are thorough and analytical in assessing situation and investigating basis of cases/issues

Interested candidate please forward your resume to jacechoo@ recruitexpress.com.sg


Alternatively, pls call Jace at 6736 3280


Jace Choo Oi Kei
Personnel EA License No.: R1875164
Recruit Express Pte Ltd (EA Licence No.: 99C4599)

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Recruit Express Pte Ltd