Operations Executive / Cluster Leader

Company Description

HMI OneCare Clinic, part of HMI Medical, is a leading General Practitioner (GP) clinic chain in Singapore established in 2013 by experienced doctors. With over 35 clinic locations islandwide, the clinic provides comprehensive primary healthcare services, including acute consultations, minor procedures, statutory check-ups, health screenings, and vaccinations. Guided by the core values of Compassion, Competence, and Collaboration, HMI OneCare Clinic is dedicated to delivering accessible and quality healthcare. The team consists of more than 200 committed professionals, including clinic assistants, nurses, doctors, and administrative staff, striving to make a difference in healthcare delivery.

1. Operations Executive Responsibilities:

Clinic Operations Management

• Oversee and support daily clinic operations to ensure efficient patient flow and service delivery.
• Implement and monitor clinic workflows, SOPs, and operational processes to ensure accuracy and efficiency.
• Demonstrate strong organisational skills in managing multiple tasks, priorities, and timelines effectively.

Staff Coordination & Support

• Work closely with clinic staff / Referral Centre and Call Centre to ensure seamless coordination of appointments and patient services.
• Provide guidance, support, and constructive feedback to staff to support performance and development.
• Foster a positive, collaborative, and high-performing work environment through effective teamwork and communication.
• Communicate clearly and professionally with team members and stakeholders to achieve shared goals.

Quality Assurance & Regulatory Compliance

• Ensure compliance with MOH regulations, clinic licensing requirements, and patient confidentiality standards.
• Demonstrate familiarity with healthcare compliance requirements and apply them consistently in daily operations.
• Monitor adherence to clinical and operational protocols.
• Manage patient feedback and escalations from the call centre, with professionalism and accountability.
• Conduct regular clinic audits and inspections to uphold quality and safety standards.

Data Management & Reporting

• Collect, track, and analyse clinic operational data (e.g., patient load, waiting times, service performance).
• Prepare and present reports on clinic performance, including audit findings.
• Identify trends, gaps, and opportunities for improvement, applying a process-oriented and analytical mindset.

Communication & Stakeholder Management

• Act as a key liaison between clinic staff, call centre, and external stakeholders (e.g., AIC, vendors).
• Ensure clear, timely, and effective communication across all parties.
• Collaborate with internal departments and external partners to achieve operational goals and organisational objectives.

Problem-Solving & Operational Support

• Proactively identify and resolve operational challenges efficiently within tight timelines.
• Demonstrate adaptability and flexibility in responding to changing operational needs and priorities.
• Make informed decisions and take ownership of issues to ensure timely resolution.
• Develop and implement practical solutions to improve workflows and overall clinic efficiency.

Additional Responsibilities

• Support clinic projects, new clinic setups, or process improvement initiatives.
• Perform any other ad-hoc duties as assigned, demonstrating flexibility and a willingness to contribute beyond core responsibilities.

2. Operations Executive (2) Job Description:

IT Support & Technical Troubleshooting

• Troubleshoot clinic-wide internet connectivity issues and determine whether issues are client-side or provider-side.
• Resolve printer connectivity, Wi-Fi issues, usability concerns, basic hardware repairs, and maintenance.
• Diagnose software and driver-related issues both remotely and on-site.
• Troubleshoot ECG machine issues and escalate to service engineers when required (with prior approval).
• Escalate complex technical issues to external vendors when higher-level support is needed.
• Maintain and update IT equipment inventory, including tracking movement of devices.
• Perform software and driver updates for clinic IT equipment as required.
• Manage creation, deactivation, and maintenance of user accounts, including role and access management.

Facilities Maintenance & Clinic Upkeep

• Oversee minor facility maintenance and repair works (e.g., tightening fixtures, Q-poles, minor adjustments).
• Coordinate replacement of clinic signage, operating hour stickers, and doctor information displays.
• Arrange replacement of LED down-lights and other minor fixtures.
• Conduct site assessments for facility-related issues (e.g., plumbing, sewage, pest control) and determine responsibility (Town Council, MCST, vendor, or clinic).
• Purchase minor operational items (e.g., baskets) and basic furniture as needed.

Audit & Compliance Monitoring

• Conduct quarterly clinic audits to ensure operational and compliance standards are met.
• Document findings and track corrective actions for continuous improvement.

Systems & SGIMED Support

• Provide training and support for SGIMED system functionalities across all user roles.
• Develop, update, and maintain training materials and process documentation.
• Support system-related issues when Lead (CL) is unavailable or when requests exceed their scope.

Projects & Additional Responsibilities

• Support clinic setup, pre-launch, launch, and post-launch activities.
• Participate in on-site projects led by the Business Development (BD) team.
• Support ongoing operational improvement initiatives and group-wide projects
• Perform any other ad-hoc duties as assigned to support clinic operations and organizational needs.

3. Cluster Leader Job Description:

Leadership and Management

• Lead and manage multiple GP clinics staff, budgets, and resources.
• Develop and implement strategic plans to achieve clinical, financial, and operational goals.
• Foster a culture of excellence, innovation, and continuous improvement.
• Mentor and develop team members to enhance their skills and performance.
• Conduct performance appraisals and provide constructive feedback.

Clinical Operations

• Oversee clinical services, ensuring quality, safety, and compliance with regulations.
• Develop and implement clinical protocols, guidelines, and standards.
• Manage clinic workflows, patient flow, and resource allocation.
• Manage staff schedules, leave, and rostering to ensure adequate coverage.
• Manage clinic supplies, equipment, and inventory.
• Ensure adequate stock levels and timely ordering.
• Monitor and improve patient wait times and appointment availability.

Patient Experience

• Foster a patient-centered culture, ensuring high-quality care and satisfaction.
• Develop and implement patient engagement strategies.
• Monitor patient feedback and implement improvements.
• Ensure effective communication with patients, families, and carers.
• Develop and implement patient education programs.

Business and Finance

• Develop and implement business growth strategies.
• Monitor key performance indicators (KPIs) and adjust strategies accordingly.
• Ensure effective billing, coding, and insurance claims management.
• Develop and implement cost-saving initiatives.

Collaboration and Communication

• Collaborate with healthcare professionals, stakeholders, and partners.
• Communicate effectively with teams, patients, and external parties.
• Develop and maintain relationships with local healthcare providers.
• Participate in quality improvement initiatives and audits.

Quality and Safety

• Ensure compliance with quality and safety standards.
• Develop and implement quality improvement initiatives.
• Monitor and report on quality and safety metrics.
• Conduct regular clinical audits and implement improvements.
• Develop and implement infection control and risk management strategies.

Human Resources

• Conduct performance management and disciplinary processes.
• Ensure effective employee engagement and retention strategies.

Additional Responsibilities

• Prepare special reports or analysis on clinic performance, patient trends, or other topics as requested by senior management.
• Represent the clinic in internal meetings, such as leadership meetings or any other meetings as requested by senior management.
• Perform other duties and responsibilities as assigned by senior management to support the clinic's operations and goals.