Associate, Service Quality

Responsibilities

1. Handling feedback, complaints and enquiries:

• Attend to general telephone enquiries, emails and walk-in enquiries at hospital front lobby counter

• Monitor CRM cases and ensure timely closure.

• Resolve feedback/complaints as assigned by supervisors.

• Draft service replies for supervisor vetting.
  

2. Patient engagement:

• Collect feedback forms from all feedback boxes on weekly basis, and assist to resolve all general feedback.

• Identify and assess patient’s needs through feedback forms collected.

• Present complex feedback to supervisor for next course of action.

• Perform ward walk-about to garner feedback (Written & Verbal), and help to improve patients’ satisfaction on service lapses.

• Collate compliments received from NOK/Patients
  

3. Documentation & records keeping:

• To collate monthly compliments based on individual departments

• To collate monthly complaints based on individual departments

• To provide the monthly figures of compliments & complaints with contents to respective HODs

• To identify and provide figures on recurring trends or spikes in feedback to supervisors for assessment

• Compile physical records on a monthly basis
  

4. Manage front lobby Level 1 counter:

• Oversee overall condition of Level 1 Lobby (Cleanliness, wet weather conditions) to ensure visitor safety and experience.

• Receive non-monetary donations.

• Sort mail for respective departments.
  

5. Conduct Hospital Tours:

• Contact visitors to schedule visits.

• Conduct tour with Introduction of hospital facilities (Eg. Day Rehab, Dialysis Centre) and attend to inquiries from visitor.

• Inform Admission team to follow up on request by visitors.
  

Requirements

• Minimum A-level with 6 years of relevant experience.
• Proficient in Microsoft Office.
• Team player with good interpersonal and communication skills.
• Service-oriented and adaptable