Assistant Manager, Healthcare Mediation Unit

ORGANISATION / DIVISION INFORMATION

As the holding company of Singapore’s public healthcare institutions, we are always looking for qualified, passionate individuals who are keen to make a valuable contribution to public healthcare. At MOH Holdings, we believe our employees are our greatest asset and we are dedicated in helping them achieve their full potential through professional development and by providing an environment to develop their leadership skills and competencies.

The Healthcare Mediation Unit provides conflict resolution training and mediation services to resolve medico-legal and service quality disputes between patients and healthcare institutions.

Join us and be part of a team - a uniquely MOHH spirit that propels us forward through every circumstance we face.

Acting Tomorrow For Today: We work pragmatically with the realities of the present, with a mindset that is geared to the needs of the future.

Starting Where You Can: We take a can-do approach to problem-solving, even if it means starting small, because every contribution counts.

Leaving No Job Undone: We take pride in seeing things through. Our high standards means it’s not just about getting the job done, but getting it done well.

Moving Together as One: Care for all starts within, with us as an organisation. We look out for one another, leaving no one behind as we grow.

SUMMARY OF THE ROLE

The Mediation Unit was established in 2014 to promote the use of mediation to resolve healthcare disputes. The Unit provides healthcare mediation services, operates a helpline to address mediation queries, and offers training workshops for healthcare staff.

JOB OVERVIEW

This role is integral to the functioning of the Mediation Unit, and will provide support for the Unit’s training development and mediation services. It will involve the conduct of workshops, independent handling of confidential cases, and interactions with internal and external stakeholders.

Job Responsibilities

Training Development

1. Ensure timely response to training enquiries.
2. Conduct workshops organized by the Unit.
3. Work with public healthcare clusters to map and align training programmes with their conflict management needs.
4. Assist in organising and maintaining the training database and statistics.

Mediation Services

1. Assess suitability of cases for mediation.
2. Engage in pre-mediation (where appropriate) and help parties prepare for mediation with the objective of increasing the likelihood of settlement.
3. Assist in manning the Mediation Helpline and email account, ensuring timely response to public feedback and enquiries.
4. Assist in maintaining the mediation registry and Unit statistics.
5. Provide support to the Unit in Outreach and Engagement activities.
6. Participate, advise and assist MOHH in any other area of work as directed by supervisors.

Job Requirements

Education Requirement(s):

• At least a good Degree in any discipline.
• Prior training or practical experience in law, communications, mediation, healthcare or service quality is preferred.

Other requirements / qualities:

• Ability to demonstrate high level of tact in handling confidential information.
• Strong collaborative problem-solving skills.
• Strong communication and good interpersonal skills to professionally handle frequent interactions with members of public and healthcare staff of all levels.
• Interest in acquiring conflict de-escalation skills.
• Pro-active, meticulous and highly organised.
• Able to multitask and meet tight deadlines.
• Proficient in all MS Office Applications.

Years of Experience:

• Minimum 3 years of relevant experience.
• Experience in law, communications, mediation, healthcare or service quality preferred.

Candidates who have prior experience in conducting workshops and/or managing feedback from members of public are preferred.