Senior / Asst Manager, Office of Patient Experience (Patient Exp Intelligence) - #1161829

Responsibilities:

We are seeking a forward-thinking individual to join our team. In this newly created role, you will be the bridge between traditional patient feedback management and cutting-edge IT solutions. You will play a pivotal role in developing new capabilities that leverage technology to drive more effective management of patient feedback and overall patient experience data.

• Strategic Integration: Bridge the gap between traditional patient feedback management processes and modern data analysis. Integrate AI-enabled solutions for deeper, actionable insights that empower teams to proactively address patient needs and enhance the overall care experience.

• System Transformation: Drive the transition of our current Customer Relationship Management (CRM) system to the new, harmonised national healthcare CRM system, creating a unified view of the patient journey.

• Process Optimization: Identify opportunities to improve operational efficiency for internal administrative processes. Utilize automation and data tools to enhance overall team productivity, significantly reducing response times to patient concerns and accelerating service recovery efforts.

• Operational Support: Act as a flexible team player by supporting day-to-day feedback management duties and patient interactions during times of exigency or peak volume.

Requirements:

• Bachelor’s degree in Data Science, Health Informatics, Statistics, Information Technology, or a related quantitative field

• 3 to 5 years of experience in healthcare administration, customer service; preferably in a healthcare environment or the broader service industry, with a strong understanding of healthcare quality improvement principles

• Strong foundational knowledge and skills in IT solutions, data processing, and statistical analysis. Proficiency in Data Science and Analytics methodologies.

• Proficiency in relevant programming languages (e.g., Python, R, SQL) and data visualization tools (e.g., Tableau, PowerBI) to create intuitive dashboards that drive clinical leadership decisions.

• Adept at leveraging generative AI and machine learning models, with proven hands-on experience managing and analyzing complex datasets (e.g., unstructured patient feedback, sentiment analysis)

• Excellent interpersonal and communication skills. Able to perform independently with strong analytical problem-solving abilities and a patient-centric mindset

• This is a new headcount with 2-year contract employment

Only shortlisted candidates will be notified.