Senior Executive, Office of Patient Experience – Eastern General Hospital Planning Office

The upcoming Eastern General Hospital (EGH) aims to provide excellent healthcare and promote healing centered around each person. When operational, EGH will provide a comprehensive range of inpatient and outpatient clinical specialties and healthcare services, covering emergency, acute and secondary care. EGH’s vision is to be a hospital for the community and a great workplace for staff. It seeks to do so by harnessing innovative technologies in patient care, journeying closely with patients and the community to lead healthier and more fulfilling lives, and being an employer of choice that empowers staff in their careers.

In this role, you will support the implementation of the feedback management process by collecting, tracking, coordinating investigations, and ensuring follow-up for resolution and service recovery. You will also consolidate feedback data and support the preparation of regular reports to highlight trends.

Your responsibilities include assisting in organising service training programmes, enhancing staff capabilities, and supporting improvements in patient communication including handling difficult situations. Additionally, you will help implement service excellence initiatives, coordinate with internal and external stakeholders on improvement efforts, and provide administrative support such as recording meeting minutes and preparing relevant materials.

Requirements

• Bachelor’s Degree in any discipline
• Preferably with minimum 2 years’ experience in customer service/patient experience operations
• Background in training and development would be an advantage
• Familiar with basic data tracking and presentation software
• Self-motivated, adaptable and resilient with results-orientation
• Customer-centric with strong sense of empathy