Senior Manager, Patient Relations - (QS-24-0144)

Key Responsibilities

• Develop and maintain the complaint management system and design workflows in handling patient complaints;
• Establish effective channels for patients to provide feedback or to lodge complaints in accordance to the Department of Health’s requirements;
• Promote customer service for all staff and participate in training programs to enhance communication and mediation skills for healthcare professionals;
• Manage patient feedback or complaints and address their needs proactively and in a timely manner;
• Compile statistical report and conduct analysis on patient feedback or complaints;
• Maintain good relationships with doctors and all levels of staff and share patient feedback;
• Collaborate and work with governmental and external bodies on patient services; and
• Perform any other duties as assigned from time to time.

Job Requirements

• Holder of a Bachelor’s Degree in Nursing or related healthcare disciplines and a Master’s Degree or above in leadership or related management studies;
• Holder of a valid Registered Nurse Practising Certificate issued by the Nursing Council of Hong Kong;
• At least 8 years of post-registration experience of which 2 years should be in position managing patient complaints in hospital setting;
• Holder of a post-registration specialty qualification is preferred;
• Excellent people management and customer service skills;
• Demonstrable personal commitment in enhancing patient experience and quality services;
• Good command of written and spoken English and Chinese;
• Proficient in MS Office applications; and
• On-call duties is required.

Compensation and Employment Terms
We provide a unique employment experience for people seeking careers in hospital and healthcare industry; and offer competitive remuneration packages to the successful candidates. Appointment will be made on a 3-year contract with contract-end gratuity, renewable subject to good performance and mutual agreement.

Application Closing Date
12 December 2024

Personal Information Collection Statement
Data collected will only be used for job application processing. Applicants not contacted by CUHK Medical Centre Limited within eight weeks from the application closing date may assume their applications unsuccessful. All personal data collected will be retained not more than 12 months from the application closing date, and will be destroyed thereafter.