Executive/ Senior Executive, Service Operations

Job Descriptions:

The Executive is an integral member of the SNEC patient service operations to ensure smooth and seamless patient flow in the clinics. He/ she is responsible for staff management and relations and cultivating the mindset of the patient service team towards service and operation excellence.

The Executive must possess strong communication and interpersonal skills to be able to engage the team as well as critical stakeholders e.g. nursing, pharmacy, clinical services, allied health etc. to ensure smooth operation of the clinics.

Clinic Operation

• Oversee the smooth operation of the clinics in providing patients with the following services:
  1. Counter Services
     • Registration and Queue Management System
     • Billing and Payment Collections
     • Scheduling of Follow-up Appointments
  2. 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
• Provide assistance to staff on counter and clinic services as and when required
• Manpower and resource planning/ allocation
• Attend to patient complaints and provide service recovery when necessary
• 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
• Main dept. representative with other internal/ external depts., auditors etc.
• 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
• Responsible to inculcate staff’s mindset towards service and operation excellence
• Motivate staff to perform to their best abilities and develop their potential in assuming higher job roles.

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, including communication plan till implementation and post evaluations.
• Review and streamline processes, with engagement of various stakeholders, to enhance operation efficiency and patient experience
• Propose innovative solution for work and system process to optimize resource utilization and enhance 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 manual

Requirements:

• At least a Diploma with 8 years of relevant service and/or supervisory experience, preferably in healthcare industry
• Critical thinker and self-directed
• Ability to multi-task and capacity to manage high stress situations
• Ability to drive and achieve results in a dynamic working environment
• Passionate about streamlining process to achieve operational efficiency and enhance patient experience
• Passionate about developing
• Strong interpersonal, communication and teamwork skills
• Project management skills (preferably)
• Streamline work process and improve workflow skills e.g. Lean Six Sigma, Design Thinking etc.