Executive, Patient Relations Service

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 institution...