Senior Executive/Assistant Manager, Service Operations

Singapore National Eye Centre; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare institution in Singapore is seeking a proficient individual to oversee clinic operations and enhance patient services. Responsibilities include managing staff, ensuring compliance with regulations, and streamlining workflows for improved efficiency. The ideal candidate has a diploma and at least 8 years of supervisory experience in the healthcare industry. Strong communication and teamwork skills are essential.

Qualifications

• At least 8 years of relevant service and/or supervisory experience, preferably in healthcare.
• Strong interpersonal, communication and teamwork skills.
• Experience with process improvement methodologies like Lean Six Sigma.

Responsibilities

• Oversee smooth operation of clinics and patient services.
• Manage staff training and development programs.
• Ensure compliance with policies and procedures.

Skills

Critical thinking

Interpersonal skills

Communication skills

Teamwork

Process streamlining

Education

Diploma

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.