Senior/Assistant Manager, Service Operations

Job Description:

a) Clinic Operations

• Ensure the smooth operation of Patient Services, as well as ensuring the unit's KPI are met by carrying out the following core responsibilities:

  • Develop, update, and conduct competency assessments, audits, and table-top exercises.

  • Ensure adequate and efficient manpower distribution for smooth frontline and backend operations.

  • Ensure patients have good experiences at the Patient Services Associate counters by identifying service experience gaps and implement effective solutions proactively.

  • Responsible for ensuring that all service recovery issues, and patient's enquiries and feedback are managed professionally and investigates causes of discrepancies and complaints to ensure resolution and closure.

  • Monitor various performance or project indicators by building operational dashboards and present insights on operational opportunities and threats.

  • Work closely with other units under Service Operations department and other internal stakeholders to support patient journey in SNEC.

  • Review processes, procedures and guidelines, work instructions and training manuals.

b) Staff Management and Training

• Provide assistance to staff on clinic services.

• Oversee recruitment, induction/ orientation, training, appraisal, counselling, career development and wellbeing of the patient service associates located at main center and satellite clinics.

• Ensure staff's well-being is cared for and adequate staff engagement is achieved.

• Plan and coordinate staff development programs.

• Gather feedbacks & learning points from staff and facilitate meetings with team.

• Responsible to inculcate staff's mindset towards service and operation excellence.

• Motivate staff to perform to their best abilities and develop their potential in assuming higher jobroles.

c) Innovation

• Oversees and ensures seamless implementation of new or change in system and workflows

• Perform User Acceptance Test (UAT) for new or system enhancements with full impact analysis of current business/ workflows and develop milestones

• Review and streamline processes, with engagement of various stakeholders, to enhance operation efficiency and patient experience

• Propose innovative solutioning for work and system process to optimize resource utilization and enhance patient experience.

• Review processes, procedures and guidelines, work instructions and training manuals.

d) Project Management

• Develop project charter to ensure seamless execution of projects

• Oversee the smooth operation of new clinics & services including shifting, renovation involving with Ops & Facility and relevant stakeholders

• Oversee improvement initiatives, including engagement with critical stakeholders e.g. Clinic Services, Nursing, Allied Health etc.

• Develop new workflows, work instruction and training manuals

Job Requirements:

• Bachelor's degree in any discipline from a recognised university and/or with supervisory experience, preferably in healthcare industry. Candidates with at least 3-5 years of experience in healthcare operations and supervisory role, will be considered for senior position.

• Critical thinker and self-directed.

• Ability to multi-task and capacity to manage high stress situations.

• Ability to drive and achieve results in a dynamic working environment.

• Passionate about streamlining process to achieve operational efficiency and enhance patient experience.

• Strong interpersonal, communication and teamwork skills.