Assistant Manager Stakeholder Management & Enquiries

Agency for Integrated Care; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A healthcare support agency in Singapore is seeking a candidate for a role focused on managing enquiries related to healthcare subsidies. The position involves supporting stakeholders, improving processes, and enhancing communication with the public and service providers. A degree is required along with 3 to 5 years of relevant experience in healthcare. Candidates with strong problem-solving and interpersonal skills are preferred. This is a 2-year contract position with potential for renewal.

Qualifications

• 3 to 5 years of experience in healthcare preferred, but relevant skills may also be considered.
• Experience in enquiries and escalation management is a plus.
• Strong interpersonal skills and communication skills are essential.

Responsibilities

• Handle and respond to enquiries and escalations from clients and stakeholders.
• Support stakeholder management and process improvements.
• Gather feedback and data to improve subsidies schemes' administration.
• Maintain effective relationships with internal and external stakeholders.

Skills

Enquiry management

Stakeholder engagement

Problem-solving

Communication skills

Team collaboration

Education

Degree in any discipline

Job description

This role will be under the Subsidies Grants’ Enquiries team, responsible for providing support to stakeholders and managing and responding to enquiries from clients and stakeholders, ensuring timely and accurate resolution of issues on healthcare subsidies schemes administration that enable seniors, patients and/or caregivers to acquire subsidised products and/or services. You will also support stakeholder management, process improvements, data tracking, and coordination efforts to enhance the efficiency of enquiry handling.

• Handle and respond to enquiries and escalations via email and other communication channels from members of the public as well as internal/external partners. Ensure accurate and timely response, escalating complex cases from clients, care,service or product providers as needed.
• Work closely with internal teams to ensure consistent and accurate information dissemination (e.g. communicate implementation of new subsidies schemes, develop, or update internal and public-facing content and collaterals.) Provide support to training or knowledge-sharing initiatives to improve enquiry management.
• Gather feedback and data from care, service or product providers via regular operations metrics reporting or ad hoc focus group discussions to support formulation of initiatives to improve subsidies schemes’ administration. For example, translate feedback into streamlined processes with care providers and work with system design team on system enhancements to improve subsidies schemes’ administration in the community.
• Managing and maintaining effective relationships with internal and external stakeholders, ensuring clear communication and alignment of expectations with contract management functions such as overseeing contract lifecycle processes, monitoring compliance with contractual terms, tracking deliverables and working with stakeholders to manage variations and renewals to ensure adherence to governance requirements.

Kindly note that this role will be on 2 years contract, extension of employment will be subjected to programme renewal.

Job Requirements:

• Degree in any discipline, preferably with at least 3 to 5 years of experiences in healthcare, applicants without healthcare experiences but possesses relevant skills sets may be considered for the role.
• Applicants with experience with enquiries and escalation management, client and partner engagement will have added advantage.
• Able to multi-task and work in a dynamic work environment with supervisory guidance from team lead.
• Able to work independently and as a team player to collaborate with various stakeholders, internally and externally, withmotivation to learn, grow and progress as a team.
• Possess strong interpersonal skills, good written and verbal communication and /or presentation skills.
• Creative and resourceful with problem-solving capability to handle ambiguity, manage escalation issues and provide effective resolutions.