Senior Executive / Executive, Service Quality - NTUC HEALTH CO-OPERATIVE
Senior Executive / Executive, Service Quality

Senior Executive / Executive, Service Quality


Full Time : $ 2200 - $ 3799 / PER MONTH
Full TimeHealthcare / Pharmaceutical    

Job Description

Service Quality
●Plan, co-ordinate, implement and ensure smooth running of various standards and measurements to monitor customer satisfaction via residents focus groups, periodic audits, residents satisfaction survey etc
●Plan, organize, co-ordinate and execute service quality initiatives, development and delivery on the ground
●Plan, organize and implement a comprehensive RCD service quality campaign to create awareness and inculcate a culture of service excellence
●Monitor, coordinate communication and implementation of internal and external recognition programs and events e.g. annual Service Excellence Award, to cultivate role models and motivate staff to provide quality service through various awards and incentives
●Identify and review service gaps based on the feedback received and propose service initiatives and training programme for continuous improvements
●Work closely with stakeholders eg. Nursing, Allied Health, Operation departments to support their service quality drive
●Provide secretariat support to the various Service Quality Steering Committee and other related committees and workgroups

Feedback Management
●Manage RCD Feedback via feedback form, correspondence (email, letter or fax) and phone
●Document and archive feedback received via correspondence (email, form, phone or fax) and quarterly review on the trending
●Initiate and coordinate investigation with relevant stakeholder/department
●Monitor and follow-up outstanding feedback issues, ensuring proper closure and reply are provided to feedback providers within the stipulated response time
●Draft formal replies wherever necessary
●Escalate overly challenging feedback to and discuss with Reporting Officer
●Analyse statistic data and prepare Monthly Feedback Reports for Senior Management and other ad-hoc reports, as needed

Care Concierge
● Acts as the main liaison for residents and caregivers from pre-admission by obtaining information about the residents, and providing essential information to help residents settle into the new environment smoothly
●Enhance the customer journey experience to ensure seamless transitions for both caregivers and residents into the nursing home 
●Represent Quality Service Manager for internal or external meetings
●Take minutes of meetings, as assigned
●Perform any other duties that may be assigned from time to time by supervisor 

Job Requirements

●Recognised diploma or degree, preferably in Hospitality, Communication or any other healthcare-related discipline
●At least two years of work experience, preferably in service quality or public relations

Work Location (MRT)

Work Location

55 UBI AVENUE 1 UBI 55, 408935

Get In Touch

   +65 6904 9612

   75 Ayer Rajah Crescent,
       #01-04 Singapore 139953
        View map here

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