Senior Assistant Manager/Manager (BO / Service Response Team

Manager/Senior Manager (Business Office / Service Team)

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.

As the Manager of the Business Office Patient Response Team, you will lead a team dedicated to resolving billing enquiries and enhancing the patient experience. You will drive service excellence, strengthen operational processes, and collaborate with internal and external partners to ensure accurate, timely and patient‑centric billing support.

Key Responsibilities:

Lead & Strengthen Service Operations

• Oversee and guide the team in resolving complex billing and claim issues, and handling escalations.
• Manage hotline and outbound call operations, ensuring service standards, timely responses, and consistent communication quality.

Optimise Processes & Quality

• Develop and maintain SOPs for billing feedback, disputes, refunds and escalation pathways.
• Establish structured system and processes for tracking and analysing billing and claim enquiries.
• Conduct regular audits, coaching and performance reviews to maintain service excellence.

Drive Collaboration & Stakeholder Engagement

• Work closely with internal stakeholders to address billing issues and improve processes.
• Liaise with MOH, CPF Board, insurers and relevant authorities on billing and claim matters.

Enhance Performance & Innovation

• Review data trends (e.g., call volumes, turnaround times) and implement improvement actions.
• Identify opportunities for process automation and efficiency gains.
• Generate management reports with insights to support decision‑making.

People Development

• • Develop team capabilities through training in billing systems, customer service and problem‑solving.

Job Requirements

• Bachelor’s degree; healthcare or business disciplines preferred.
• Minimum 5 years’ supervisory experience, including 2 years in a managerial role; healthcare experience is an advantage.
• Strong analytical skills with proficiency in Microsoft Office (including advanced Excel).
• Excellent communication and interpersonal skills, with empathy and service‑orientation.
• Demonstrated ability in problem‑solving, managing ambiguity and driving improvements.
• Independent, meticulous and resourceful team player, able to manage stakeholders and tight timelines.