Senior Executive / Assistant Manager, Service Operations

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.

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