Senior Executive/Assistant Manager, Service Operations

SINGAPORE NATIONAL EYE CENTRE PTE LTD; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A healthcare organization is seeking a skilled operational manager to oversee clinic operations in Singapore. The ideal candidate will have at least a Diploma and 8 years of supervisory experience, preferably in healthcare. Key responsibilities include managing staff, ensuring quality patient services, and implementing process improvements to enhance operational efficiency. Strong interpersonal and communication skills are essential for this role. Opportunities for professional development and training are included.

Qualifications

• Minimum 8 years of service and/or supervisory experience, preferably in the healthcare industry.
• Self-directed and passionate about improving operational efficiency.
• Ability to streamline work processes and enhance patient experience.

Responsibilities

• Oversee clinic operations and manage patient services.
• Perform staff management, coaching, and development.
• Ensure compliance with policies and procedures.
• Implement and review new systems and workflows.
• Manage projects and improvements for clinic services.

Skills

Critical thinking

Interpersonal skills

Communication skills

Teamwork skills

Education

Diploma in relevant field

Tools

Lean Six Sigma

Design Thinking

Job description

Job Description:

• Oversee the smooth operation of the clinics in providing patients with the following services:

a) Counter Services

• Registration and Queue Management System
• Billing and Payment Collections
• Scheduling of Follow-up Appointments

b) Clinic Services

• Performing patient care activities and services such as Eye Evaluation Tests, Instillation of Eye Drops and giving health advice to patients/family on basic eye care
• Liaise with doctors, nurses and internal departments on clarifications on patient matters
• Assist the doctors in the consultation rooms during clinic session such as preparation of necessary clinical documents and assisting patients during the eye examination
• Conduct daily inventory checks on equipment and instruments
• Manpower and resource planning/ allocation
• Prepare and analyse performance data and reports and initiate recommendation to improve the dept.’s key performance indicators (KPIs)
• Ensure compliance with policies, procedures and work instructions in all areas related to operations
• Provide assistance to staff on counter service

Staff Management and Training

• Translate clear achievable goals and learning roadmaps, aligned with organization’s strategic thrusts to staff
• Provide coaching and counselling and conduct appraisal for staff
• 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 conduct meetings with respective teams/ clinics

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
• Review processes, procedures and guidelines, work instructions and training manuals.

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

• At least a Diploma with 8 years of relevant service and/or supervisory experience, preferably in healthcare industry
• Critical thinker and self-directed
• Passionate about streamlining process to achieve operational efficiency and enhance patient experience
• Strong interpersonal, communication and teamwork skills
• Streamline work process and improve workflow skills e.g. Lean Six Sigma, Design Thinking etc.