Senior Executive, Office of Patient Experience

We are seeking a committed, passionate, and forward‑looking individual to join our dynamic team focused on patient feedback management. This role involves working closely with a diverse range of stakeholders on conflict resolution, service recovery, and improvement initiatives to elevate the overall experience of our patients and their caregivers in a mutually safe and respectful environment.

Job Responsibilities

Reporting to the Senior Manager/Team Lead, the Senior Executive will:

• Manage patient feedback end‑to‑end across all channels (including email, hotline, walk‑ins, surveys, online forms) including acknowledgement, clarification, coordination, and closure within stipulated service standards/turnaround time.
• Conduct investigations and coordinate fact‑finding with clinical and non‑clinical departments to establish an accurate case narrative, root causes, and contributing factors; ensure appropriate follow‑ups and corrective actions ar...