The Service Quality Associate (SQA)act as the media between internal partners and residents as well as their families. The SQA is to maintain high standards of care and service delivery, promoting residents well-being, and ensuring a conducive living environment for residents, through gathering feedback and working with internal partners.
Work Location: Senja Care Home
Client Care Management
- Act as the point of contact to interact and gather feedback from residents and their families to understand their needs and preferences.
- Work towards resolving issues and ensuring a positive outcome for all parties involved.
- Collaborate with internal partners within the care home to ensure a cohesive and collaborative approach to resident care and service delivery.
- Identify and share areas of improvement and provide recommendations.
Training and Activity Management
- Coordinate and deliver in-service talks to residents and staff.
- Encourage residents to participate in activities and events for their health well-beings.
Service Quality
- Monitor and evaluate the quality of care provided to residents by conducting regular assessments, audits and surveys.
- Identify areas for improvement and recommend strategies to enhance the quality of services.
- Implement initiatives to enhance resident satisfaction and improve the overall resident experience.
- Prepare reports for management and regulatory agencies as required.
- Ensure that the care home complies with all relevant regulations, policies, and procedures. Stay abreast with industry standards and best practices to maintain compliance.
- Escalate to HOD or Senior Management Team (SMT) for feedback that warrants immediate attention or has insinuation of escalation to public forum or media.
- Track all visits, feedback, recommendations and report at Vanguard Rehab and Clinical Meeting (VRCM) platform or any other platforms when necessary or required.
Administration
- Maintain accurate records of quality assurance activities, resident feedback, and compliance measures.
Requirements
- Diploma / GCE A level / GCE O level / GCE N level in a relevant discipline
- Possess at least 1 - 2 years working experience in Service Quality function or quality improvement programmes in healthcare or similar setup.
- Those with experience in Nursing Homes and/or long-Term Care Facility would be preferred.
- Ability to interact in at least 2 of the languages/dialects such as Malay, Mandarin or Tamil to communicate with the clients and families.
- Effective interpersonal, engagement and follow-up skills
- Detail-oriented
- Passion for quality and ageing issues
- Good written and verbal communication skills
