Job Description & Requirements

Job Summary

The Patient Relations Executive plays a key role in enhancing patient and family experience in the community hospital by managing feedback (complaints, compliments, and suggestions, etc), and service recovery. The role serves as a liaison between patients, families, clinical teams, and hospital departments to ensure timely resolution of concerns, clear communication, and continuous improvement in service quality.

Key Responsibilities

Patient Feedback Management

Receive, assess, and manage patient and family feedback (complaints, compliments, suggestions, etc) through various channels (e.g. emails, online surveys, calls, walk-ins, etc).

Conduct timely follow-ups with patients and families to acknowledge concerns, clarify issues, and provide updates.

Coordinate investigations with clinical and non-clinical departments to ensure accurate fact-finding and appropriate responses.

Draft clear, empathetic, and professional written and verbal responses in accordance with institutional policies and service standards.

Support service recovery efforts to address patient concerns and restore trust.

Coordinate and facilitate family conferences between the relevant department(s)’ in-charge and patients/families, including minute-taking for internal circulation and providing a formal closure response to the patients/families.

Stakeholder Coordination & Communication

Act as a neutral liaison between patients/families and hospital department(s) to facilitate understanding and resolution of issues.

Engage doctors, nurses, allied health, and support services to ensure coordinated and patient-centred responses.

Escalate complex or high-risk cases to management appropriately and in a timely manner.

Reporting & Quality Improvement

Maintain accurate documentation and logs of feedback, complaints, and outcomes.

Analyze trends, recurring issues, and service gaps, and prepare reports for management review.

Provide insights and recommendations to support service improvement initiatives and patient experience strategies.

Patient Advocacy & Service Excellence

Advocate for patients’ perspectives while balancing organizational policies and clinical considerations.

Promote service excellence, empathy, and professionalism in patient interactions.

Support hospital initiatives related to patient experience, accreditation, and service quality.

Compliance& Governance

Ensure compliance with response timelines, documentation standards, and institutional or regulatory requirements.

Maintain confidentiality and professionalism in handling sensitive patient information.

Job Requirements

Education:

Bachelor’s Degree in:

Healthcare Management

Business Administration

Communications/ Public Relations

Social Work, Psychology, or related disciplines

Experience:

Minimum 1-3 years of relevant experience in:

Patient relations / patient experience

Customer service or service recovery roles

Healthcare, social service, or public sector environments

Skills & Competencies:

Strong verbal and communication skills.

Ability to communicate with empathy, professionalism, and sensitivity in emotionally charged situations.

Good interpersonal skills with ability to work collaboratively across multidisciplinary teams.

Strong organizational, documentation, and follow-upskills.

Ability to analyze issues, exercise sound judgement, and recommend appropriate actions.

Excellent written skills for professional correspondence and reports.

Proficient in Microsoft Office.

Empathetic, patient-focused, and service-oriented.

Team-oriented with the ability to work independently.