Assistant Manager, Strategic Partnerships / Patient Liaison Service

About Us

The National Cancer Centre Singapore (NCCS) is a leading national and regional tertiary cancer centre, attending to the majority of cancer cases in Singapore’s public healthcare sector. We offer world class oncology care by having the best talent, doing robust clinical and translational research and leading education efforts to improve cancer outcomes. Join us to build a meaningful career and offer patients hope for a cancer-free tomorrow.

About the Role

The incumbent will review and establish systems and processes for efficient management of the PLS team, including defining key metrics that will elevate patient and stakeholder experiences and enable conversions; improve end-to-end facilitation of non-resident and local unsubsidized patient appointments (consultation; diagnostic investigations and treatment) at NCCS, elevate the treatment experience of NCCS’ Oncologists, and mentor and train PLS team members in all aspects of service quality.

Main Responsibilities

• Oversee the daily operations of PLS, VVIP/VIP/CIP/Special Mention Patients and Call Centre to ensure seamless service delivery to internal and external stakeholders.
• Establish KPIs and monitor key metrics related to internal and external stakeholders experience. 
• Manage relations with key corporate or G-G accounts.
• Designated person representing PLS/VVIP/VIP/CIP/Special Mention Patients/Call Centre to have meetings with internal and external stakeholders.
• Train and mentor the executives, provide on the job training, and ensure strict adherence to processes and procedures related to stakeholders’ requests and requirements to facilitate good patient care.
• Serve as a back-up related to PLS and VVIP/VIP/CIP/Special Mention Patients’ scope of work when necessary e.g. reduced staff strength
• Develop and implement new and / or improved workflow processes (PLS / UAE sponsored patients / VVIP / VIP / CIP / Special Mention Patient / Call Centre Operations)
• Perform any other duties assigned by the DirectorPerform any other duties assigned by the Director, Strategic Partnerships

Requirements

• Degree in Business Administration, Engineering or equivalent
• Minimum 6 to 8 years of working experience in Healthcare setting or similar, experience in managing the intersection of payer relations, call centre operations 

• More specifically, should have direct experience with insurance authorization processes, operational KPIs around appointment timing and turnaround times, patient triage and patient experience
• Priority will be given to those who have experience managing teams through metric -driven performance and the ability to work in the sensitive environment of cancer care where patient and caregiver experience is paramount
• Enjoys meeting people and have excellent interpersonal skills
• Meticulous, attention to detail and good with workflow processes