PSC Operations Lead — Patient Care & Service Excellence

THOMSON MEDICAL PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Thomson Medical is seeking a dynamic PSC Manager to oversee daily operations of the Patient Service Centre in Singapore, ensuring smooth pre-admission, inpatient, and day surgery processes, billing, collections and enquiries.

You will lead a team to develop efficient workflows, set service standards, and monitor KPIs while ensuring regulatory compliance and high-quality patient service.

Qualifications

• Degree with at least 4 years of supervisory experience, preferably in healthcare, hospitality, or service-oriented industries.
• Proven ability to manage and lead teams effectively.
• Positive, proactive and demonstrates a high level of integrity.
• Demonstrated ability to manage complex cases, de-escalate complaints, and lead service recovery with professionalism and empathy.
• Independent, self-motivated, results-driven and able to work flexible hours to meet operational demands.
• Strong communication and interpersonal skills, with proficiency in Microsoft Word, Excel, and PowerPoint.

Responsibilities

• Lead and implement departmental goals, policies, and operational procedures.
• Drive continuous improvement to optimise resources, service quality, and compliance.
• Establish and monitor workflows, service standards and KPIs.
• Oversee end-to-end patient pre-admission, admission, discharge, payments and enquiries.
• Ensure timely and accurate financial counselling.
• Ensure all billing matters are resolved prior to patient discharge.
• Lead and supervise a team of staff members to deliver high service standards.
• Oversee onboarding and structured training to ensure staff competency.
• Provide ongoing coaching, guidance, and performance feedback.
• Promote accountability, teamwork, and service excellence within the team.
• Ensure service issues are acknowledged and resolved within agreed timelines.
• Support the Business Office in resolving complex or escalated billing cases.
• Participate in hospital committees and cross-functional initiatives.
• Prepare and submit monthly operational and performance reports.
• Monitor and track key service performance indicators.
• Ensure compliance with departmental policies and regulatory requirements.

Skills

People leadership

Operational management

Customer service

Regulatory compliance

Communication

Education

Degree in relevant field

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Thomson Medical is seeking a dynamic PSC Manager to oversee daily operations of the Patient Service Centre in Singapore, ensuring smooth pre-admission, inpatient, and day surgery processes, billing, collections and enquiries.

You will lead a team to develop efficient workflows, set service standards, and monitor KPIs while ensuring regulatory compliance and high-quality patient service.