CareLine Operations & Community Outreach Manager

Singapore Health Services Pte Ltd (SingHealth HQ); Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

SingHealth's Office of Regional Health is seeking a Manager to lead operations and people development within CareLine, SingHealth's 24/7 telecare programme for seniors. You will supervise the CareLine executives and Call Centre, guide complex cases, and drive community engagement and improvements in workflows.

You will collaborate with Primary Care Providers, Community Nurses and partners to empower seniors to live well and independently.

Qualifications

• Bachelor’s degree in social work, counselling or a healthcare-related discipline preferred; equivalent experience in health, social services or community care also considered.
• Minimum 6 years of relevant experience with demonstrated people, case and project management.
• Strong interpersonal and communication skills to engage seniors, caregivers and community partners.
• Analytical and operational skills with a meticulous, process-driven approach.
• Independent, resourceful and capable of learning agility; weekend shifts may be required to support community outreach.

Responsibilities

• Co-lead supervision and day-to-day management of the CareLine executive and Call Centre (Outreach) team to ensure smooth service delivery and resource planning.
• Guide executives in handling complex cases, directing them to clinical knowledge and community resources, ensuring timely, confidential escalation handling.
• Lead community engagement activities, recruitment roadshows and outreach events to expand CareLine reach among seniors and caregivers.
• Represent CareLine at partner events and build strong relationships with community partners to facilitate seamless client support.
• Drive workflows and process improvements to keep CareLine services efficient and responsive to client needs.
• Oversee call quality through audits and coaching to meet competency standards, and manage projects from concept to implementation.
• Support budget planning and resource allocation, and contribute to broader population health and Healthier SG initiatives.

Skills

People management

Case management

Project management

Communication skills

Analytical thinking

Process orientation

Resource planning

Education

Bachelor's Degree in Social Work, Counselling or related healthcare field

Job description

SingHealth's Office of Regional Health is seeking a Manager to lead operations and people development within CareLine, SingHealth's 24/7 telecare programme for seniors. You will supervise the CareLine executives and Call Centre, guide complex cases, and drive community engagement and improvements in workflows.

You will collaborate with Primary Care Providers, Community Nurses and partners to empower seniors to live well and independently.