Manager, Patient Experience Unit (Quality Service Management)

About the role

Tan Tock Seng Hospital (TTSH) is looking for a Manager, Patient Experience Unit within its Quality Service Management (QSM) team. The role works with patients, caregivers and healthcare teams to improve healthcare experiences and strengthen patient-centred care. It supports TTSH's patient experience and service excellence initiatives through patient and staff engagement, service improvement projects and stakeholder collaboration, with hands-on exposure to feedback management and service recovery.

Key responsibilities

• Support the implementation of service excellence and patient experience initiatives, including the Service Champion Programme and Bridge@TTSH (Patient Advocacy Programme)
• Facilitate patient and caregiver engagement activities such as focus group discussions and patient experience booths to gather patient voices and turn them into service improvements
• Support the review and management of patient feedback and service recovery efforts
• Analyse patient feedback, survey findings and qualitative and quantitative data to identify trends and improvement opportunities
• Work with patients, caregivers, clinicians and operational stakeholders to turn insights into practical improvements using methods such as Lean, Service Design and Design Thinking
• Support programme evaluation, impact measurement and reporting

Required profile

• At least 5 years of relevant working experience
• Experience in healthcare, patient experience, service improvement, project management or related fields
• Experience in stakeholder engagement, workshop facilitation or quality improvement is advantageous
• Familiarity with Lean, Service Design, Design Thinking or other improvement methodologies is an advantage

Required skills

• Project management, facilitation and collaboration
• Ability to engage stakeholders across different professional groups
• Analytical approach to turning insights into action