Manager, Patient Experience (Lead, Service Quality & Volunteer Management) - #1093675

Reporting to the Head, Corporate Communications & Partnerships, you will lead a synergistic team that cultivates a culture of service excellence, focusing on collaboration, continuous learning, and innovation to provide patients with the best experience in SLH.

Job Role and Responsibilities:

· Develop and implement strategies and processes to elevate the patient experience across all touchpoints, including inpatient, outpatient, and community care, involving staff and volunteers.

· Create and manage volunteer engagement programs that enhance their role in improving patient experience and overall care quality.

· Utilize patient feedback from surveys, complaints, and compliments to identify trends and collaborate with hospital leadership to drive continuous quality improvements.

· Increase volunteer participation by collaborating with both external and internal stakeholders to design meaningful roles that complement professional healthcare services and contribute to better patient outcomes.

· Respond promptly and effectively to feedback from patients, caregivers, and volunteers, managing investigations, de-escalation, and service recovery as needed.

· Innovate strategies and processes to enhance operational efficiency and promote a seamless, integrated care experience for patients.

· Establish and implement a structured recognition program to celebrate the contributions of staff and volunteers, fostering long-term commitment to service excellence.

· Oversee IT and data management systems for service quality, volunteer management, and impact analysis to ensure accurate tracking and reporting of outcomes.

· Provide monthly reports on service quality feedback and results, and volunteer management, to relevant oversight committees, ensuring transparency and accountability in performance.

Job Requirements:

· Qualifications from a recognised tertiary institution with a minimum of 5 to 8 years of relevant experience in stakeholder and/or project management.

· Energetic leader with good interpersonal, communication and organisational skills with proven team management experience.

· Strong planning and execution abilities to drive processes and delivery of objectives.

· A team player with initiative and desire to support the vision and mission of St Luke’s Hospital (SLH).

· Ability to communicate in vernacular languages is a plus.

· Experience in health and social care and/or non-profit sector, service quality and volunteer management will be an advantage.