manager, service quality & volunteer management (healthcare)

Overview

Who you'll be working for

What requirements you'll need to be eligible

• Qualifications from a recognised tertiary institution
• Minimum of 5 to 8 years of relevant experience in stakeholder and/or project management.
• Energetic leader with good interpersonal, communication and organisational skills with proven team management experience.
• Strong planning and execution abilities to drive processes and delivery of objectives.
• A team player with initiative and desire to support the vision and mission of the organisation
• Ability to communicate in vernacular languages is a plus.
• Experience in health and social care and/or non-profit sector, service quality and volunteer management will be an advantage.

What you'll be doing on the job

• Develop and implement strategies and processes to elevate the patient experience across all touchpoints, including inpatient, outpatient, and community care, involving staff and volunteers.
• Create and manage volunteer engagement programs that enhance their role in improving patient experience and overall care quality.
• Utilize patient feedback from surveys, complaints, and compliments to identify trends and collaborate with hospital leadership to drive continuous quality improvements.
• Increase volunteer participation by collaborating with both external and internal stakeholders to design meaningful roles that complement professional healthcare services and contribute to better patient outcomes.
• Respond promptly and effectively to feedback from patients, caregivers, and volunteers, managing investigations, de-escalation, and service recovery as needed.
• Innovate strategies and processes to enhance operational efficiency and promote a seamless, integrated care experience for patients.
• Establish and implement a structured recognition program to celebrate the contributions of staff and volunteers, fostering long-term commitment to service excellence.
• Oversee IT and data management systems for service quality, volunteer management, and impact analysis to ensure accurate tracking and reporting of outcomes.
• Provide monthly reports on service quality feedback and results, and volunteer management, to relevant oversight committees, ensuring transparency and accountability in performance.

Consultant Contact