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.