Manager (Support & Patient Operations - Call Centre & Appointment Services), EGH Planning Office
The upcoming Eastern General Hospital (EGH) aims to provide excellent healthcare and promote healing centred around each person. When operational, EGH will provide a comprehensive range of inpatient and outpatient clinical specialties and healthcare services, covering emergency, acute and secondary care. EGH’s vision is to be a hospital for the community and a great workplace for staff. It seeks to do so by harnessing innovative technologies in patient care, journeying closely with patients and the community to lead healthier and more fulfilling lives, and being an employer of choice that empowers staff in their careers.
You will play a key role in planning, setting up, and leading the Call Centre & Appointment Services Department through the hospital’s planning, activation, and steady-state phases. The role involves overseeing and managing comprehensive call centre operations, including supervising staff who handle patient and public enquiries, coordinating hospital-wide emergency activation protocols, as well as managing outpatient appointment management systems encompassing bookings, cancellations, and rescheduling processes to ensure operational readiness and service excellence.
The role also includes supporting the hospital’s Operational Readiness, Activation and Transition (ORAT) efforts and fostering collaboration across departments to ensure seamless service delivery and organisational resilience.
Job Requirements
- Degree in any discipline with at least 6 years of relevant experience in a managerial capacity in hospital or healthcare operations
- Strong leadership, planning and organisational skills with proven ability to manage multiple service lines and stakeholders
- Good analytical, communication and problem-solving skills, with adaptability to a dynamic work environment.
- Demonstrated commitment to operational excellence, safety, and continuous improvement