Overview And Purpose Of The Position
To oversee daily hospital operations and ensure the team of frontline staff provides a consistently high level of service standards in JCH
- Management and Development of Service Areas
- Perform regular supervision and performance monitoring of PSAs/ Team leaders/ Executive/ Senior Executive/ Assistant Manager to ensure consistent high level of service delivery
- Ensure hospital facilities are kept in good condition and maintain 5S standards
- Ensure system readiness and facility readiness for daily operations
- Continuously streamline processes to ensure seamless and integrated patient care
- Review and revised all existing and document new policies, procedures and work instructions
- Closely monitor and manage staff attendance, performance and disciplinary issues
- Analyse and investigate patient feedback/ complaints and implement corrective actions and preventive measures
- Supervise, develop and manage frontline staffs
- Ensure proper orientation and induction of new staff
- Conduct regular training and communication sessions for frontline staff to ensure a high standard of service delivery and product knowledge
- Ensure frontline staffs are well versed with various hospital services, customer service standard, workflows and financial counselling processes
- Ensure adherence to both organization and department policies and regulations
- Actively engaged in monitoring the discipline and conduct of all PSAs and PSCs
- Identify and develop staff with high potential
- Leadership and Motivation
- Proactive role in identifying gaps and proposed change with respective stakeholders to smoothen existing workflow
- Champion change and is able to present ideas convincingly to generate acceptance from others.
- Be the bridge between the management and frontline staffs, when communicating issues and policy changes
- Project Management
- Lead projects and make recommendation for improvement.
- Actively identify and carry out process improvement for areas directly involved e.g. kaizen, WOW initiatives.
- Perform secretariat duties when assigned
- Other Assignments
- Participate in corporate events whenever necessary
- Motivate and encourage staff participation in community outreach programmes, etc.
- Support Emergency Planning activities e.g. Civil Emergency, Pandemic Outbreak
- Undertake any duties/ projects assigned by the Manager/ HOD.
