Patient Experience Manager

The Patient Experience Manager is responsible for managing the patient experience and promoting the provision and integration of patient experience efforts and initiatives throughout all Health Service Authority facilities; collaborating with all sections to identify and implement processes to improve the patient experience while supporting the mission and core values of the organization.

Primary Responsibilities: The successful candidate will manage all Patient Experience Officers and Patient Experience Assistants, as well as oversee all activities within the section. This role involves leading, supporting, and coordinating patient experience initiatives across the various departments of the HSA. The candidate will serve as a visible and enthusiastic champion for patient experience, providing leadership in the implementation of improvement initiatives. The role also requires developing innovative and proactive programmes and services that address targeted aspects of patient experience in collaboration with other managers and departments. Additionally, the candidate will develop and implement educational programmes for employees, physicians, and nursing staff focused on patient perceptions of care. The successful candidate will prepare weekly status reports and agendas outlining pending issues for Patient Services team meetings.

Qualifications & Experience: The successful candidate must possess a Bachelor’s degree in Healthcare Administration, Nursing, or a related field, along with a minimum of five (5) years of extensive customer care experience. At least three (3) years of supervisory or management experience leading a team is required, and experience managing organization-wide projects and processes is desirable. The candidate must demonstrate strong written and verbal communication skills, as well as excellent organizational and time-management abilities. The role requires the ability to tolerate high levels of stress while effectively managing difficult customers and resolving conflicts. The candidate must consistently demonstrate respect, responsibility, integrity, caring, and excellence, the core values of the HSA, while embracing diversity in religion, race, and culture. Strong analytical and objective problem-solving skills, creativity in achieving timely resolutions, and the ability to work effectively as part of a team are essential. Proficiency in Microsoft Office and other relevant software is also required.