Perform daily supervision and monitoring on performance of the frontline service staff to ensure consistent high level of customer service.
Manage daily operations to optimize capacity utilization.
Ensure wait time for patients to get an appointment/ surgery is short
Manage and carry out measures to ensure low No show rates.
Ensure all facilities are kept in good condition and maintain 5S standards
Customer Service & Feedback Management
Ensure consistency in service standards and to correct service problems promptly.
Actively identify and carry out process improvement for patients i.e. kaizen, WOW initiatives, etc.
Responsible for patient feedback/complaints management
Staff Management
Optimize frontline staff utilization through effective scheduling, cross training and deployment across section
Responsible for frontline staff monthly and weekly roster and ensure coverage.
Play an active role in communicating services, known issues and policies changes to staff
To be actively engaged in the monitoring of discipline and conduct of all staff.
Clinical Service Planning & Implementation of services
Support Clinical HOD/DOS in planning and execution of clinical services across JurongHealth campus such as Ward, Operating Theatres and Specialist Outpatient Clinics facilities.
Assist the Clinical HOD to prepare Clinical workplans, Manpower planning & Budgets
Supervise the clinical department administration i.e. accreditation; HO, MO & Residents orientation and on-boarding
Monitor and track Purchased services doctors
Project and programme management
Provide support for design and implementation of projects and pilot programmes.
Assists with the monitoring of the ICP programmes, projects and pilots to achieve the desired clinical, financial, resource and process outcomes and highlights to the project managers and clinical leads when they fall below their targets.
Arrange working meetings and provide secretariat support for the multidisciplinary teams, both internal and external to the organization.
To document notes of meeting accurately and within agreed timeframe.
Actively identify and carry out process improvement for areas directly involved eg kaizen, WOW initiatives, etc.
Monitoring and reporting of performance
Responsible for accurate and timely submission of monthly reports
Performance projections & management. E.g. Hospital KPIs; Workload; Financial; Clinical Outcomes etc.
Management and implementation of externally funded programmes
Department Workplans
Support in planning and implementation of departmental workplans.
Support HOD/DOS in the Budgetary exercise (workload, OPEX, CAPEX)
Ensure timely utilization of the capital budget.
Other assignments
To support Emergency Planning activities eg Civil Emergency, Pandemic Outbreak, etc.
To participate in corporate events, whenever necessary eg Outreach programmes, etc.
To motivate and encourage staff participation in community outreach programmes..
To undertake any assignments or projects when assigned by the supervisor and Head, Specialty Ops.
Education and Training
A Bachelor's degree from a recognized institution.
Post-graduate degree in healthcare administration is an advantage.
Good working knowledge of MS Office
Knowledge of statistics
Experience
At least 3-4 years of work experience, preferably from the service/healthcare related industry
Strong leadership and analytical skills.
Excellent interpersonal and communication skills.
Proven project management skills and/ or related experience.
