1. Operations Management
- Support and oversee daily outpatient service operations, including patient flow, waiting times, referral turnaround times, appointment scheduling, and resource utilisation to ensure operational efficiency and service quality.
- Collaborate with the Outpatient Services team to review workflows, service processes, and the care environment propose and implement improvements to optimise service delivery.
- Develop, review, and maintain Standard Operating Procedures (SOPs) and ensure accurate documentation of clinical and operational records within hospital IT systems.
- Manage and resolve patient service issues, feedback and escalations promptly and professionally, in collaboration with relevant stakeholders.
- Implement and support service improvement initiatives aligned with patient experience, safety, and care outcomes.
- Assist in outpatient service audits, quality reviews and accreditation or regulatory compliance activities.
- Coordinate with external service providers and vendors for service delivery, projects, and implementation activities.
- Leverage on healthcare IT systems and data to analyse performance trends, prepare operational dashboards, management reports and presentation materials for review.
2.Administrative Management
- Support asset management activities, including tracking, maintenance coordination, and inventory documentation.
- Assist with procurement processes in a timely manner, including preparation of approval papers, quotations, and proposals in accordance with hospital policies.
- Support the department's annual workplan development and budgeting exercises.
- Monitor and track key performance indicators (KPIs) and budget utilisation, highlighting variances and risks where appropriate.
- Facilitate service contract renewals, timesheet submissions, and onboarding processes for external service providers.
- Provide secretariat and administrative support for meetings, committees, and working groups as assigned.
3. Project Management (including new services implementation)
- Work closely with internal and external stakeholders to support the planning and timely implementation of new outpatient services, programmes, or initiatives.
- Coordinate project activities, timelines and documentation to ensure alignment with operational and clinical requirements.
- Support post-implementation monitoring, evaluation, outcome tracking, and progress reporting to management.
4. Other duties
- Provide operational or administrative coverage during peak periods or staff absences, as required.
- Undertake ad hoc duties and assignments as delegated by the Assistant Manager or Manager.
Job Requirements:
- Bachelor's Degree in Healthcare Administration, Business Administration, or a related field.
- At least 4 years of working experience, preferably in services operations management in the community or healthcare setting.
- Good understanding of healthcare service delivery and care processes.
- Proficient in Microsoft office applications and healthcare IT systems such as SAP, Clinic Assist, EPIC etc.
- Process strong data management skills. Working knowledge of data analytics software e.g. Tableau, will be an advantage.
- Possess excellent communication and writing skills
- Strong analytical and coordination skills and is meticulous to details.
- A team player who is able to work independently and manage multiple priorities effectively in a fast-paced environment with a patient-centric mindset.
