Total 60 Product Marketing Assistant job vacancies in George Town

Job Responsibilities

• Liaise with Billing Office on billing related matters and attend to any clarifications on patient bills
• Oversee the financial counselling operation for NUHS@Home
• Guide new Programme Coordinators on boarded and oversee all NGEMR related matters – e.g. troubleshoot access issues, downtime process etc
• Oversee the operations on the ground in ops room to ensure smooth workflows
• Oversee the logistics and transport management for NUHS@Home
• Liaise with ops on all matters related to Logistics, Procurement, Onboarding/Offboarding and other administrative tasks.
• Coordinate with internal i.e. legal, comms & external partners on programme expansion. Maintain relationship with external vendors i.e. feedback for process improvement
• Other ad-hoc tasks as required

Requirements

• A Bachelor’s degree
• Computer literate
• Strong communication and planning skills
• Able to cope with and work in a fast paced environment
• Must be a good team player with positive work attitude and able to work independently
• Prior knowledge/working experience in a hospital setting is an added advantage

Job Description:

As an Assistant Care Coordinator in CareHub, you will be required to:

· Provide case management via a coordinated process of care planning and coordination, conduct regular phone call follow up and telehealth monitoring under the supervision of a Care Coordinator.

· Work with the Care Coordinators and nurses to develop and manage care for the patients or residents in the community.

· Act as a health coach and provide health screening for the residents in the community and health post.

Requirements:

· Diploma in the following discipline is preferred. (Diploma in Health Management and Promotion, Diploma in Community Development, Diploma in Social Science in Gerontology [GEM])

· Prior relevant work experience will be an advantage. Fresh graduates are welcome to apply

· Good knowledge of various community services and support in the community setting will be an advantage

· Able to work as a team

· Strong organisational, coordination, interpersonal and communication skills

· Proficient in computer skills and Microsoft Office

· Able to converse in local languages is preferred.

· Able to work on weekend (on a rotation basis)

1. Job Purpose

The Executive Assistant will assist in the management of the daily operation of Medical Records Office.

1. Duties and Responsibilities

2.1 Primary Responsibilities and Duties (80%)

• Operations & Internal ProcessesSupervise the daily operation of units assigned Eg. Records Management, Information Management or Archival Management
  Monitor and document procedures and standards to ensure their relevancy and quality
  Monitor and track progress of key performance indicators, department goals, initiatives and project timeline
  Address any inefficiencies that are not in the interests of Medical Records Office and Customer by suggesting ways for improvement
  
• Key Performance Measures include retrieval performance, turnaround time, number of process improvement projects
• Staff ManagementGuide, orientate and manage staff behaviours that benefit department as a whole
  Set performance targets and provide feedback to staff on their performance regularly
  Responsible for conducting performance appraisals of staff with team leaders
  
• Key Performance Measures include percentage of good staff

(A*, A, B), employee climate survey, buddy report

• Customer ServiceAttend to feedback and enquiries on various services of Medical Records Office to ensure quality of service
  Proactively solicit feedback and constantly seek ways to surpass the customer’s expectations through regular surveys
  Act on customers’ feedback to review work performance and identify opportunities for improvement
  
• Key Performance Measures include number of justified complaints and number of compliments, projects undertaken with positive outcomes
• Learning and GrowthProvide guidance and support to staff so that they can achieve departmental goals, and have a safe and fulfilling work environment
  Provide appropriate training to staff so that staff can carry out the tasks efficiently
  Facilitate changes and inculcate innovative culture by changing staff mindset, helping them to adapt to changes and contribute to designing new work processes
  
• Key Performance Measures include employee climate survey, quality suggestions with positive outcomes such as cost reduction and increase productivity and reduction in errors
• FinancialSeek ways and new initiatives to improve processes and productivity
  Constant tracking of project costs to ensure it is within budget
  
• Key Performance Measures include manpower costs, operating unit cost and number of initiatives/projects to improve productivity and reduce costs

1. Secondary Responsibilities and Duties (20%)
   
2. Prepare and submit monthly workload and performance report for Medical Records Office
   
3. Provide administrative support on the requisition of office supplies and equipment.
   
4. Job Specification
5. Possess a GCE ‘A’ Level/GCE ‘O’ Level
   
6. 6-8 years working experience in healthcare/service industry
   
7. Experience in supervising staff and possess people-oriented skills
   
8. Possess excellent communication and interpersonal skills
   
9. Must be service oriented and customer focused
   
10. Must be a good team player with positive work attitude
    

As Assistant / Care Coordinator (Primary Care Partnerships) in RHS Office, you are responsible for the following areas:

Job Responsibilities

• Perform patient selection, patient counselling, appointment consolidation and referrals from NUHS hospitals to NUHS primary care partners
• Provide training and develop workflows for hospital departments to support them in the right-siting efforts
• Support the continuing care of patients in the community
• Facilitate the transition of patients from polyclinic to NUHS GP partners
• Enter data into database for tracking
• Engage patients for health promotion activities and participation in NUHS or national initiatives as and when required
• Perform any duties as assigned by supervisors and HOD

Job Requirements

• Possess a Diploma / Degree (Preferably in Health or Social related)
• At least 1 – 2 years of relevant work experience (Fresh Graduate are welcome to apply)
• Able to multi-task and work independently and as a team
• Strong organisational, coordination, interpersonal and communication skills
• Able to respond to common inquiries or complaints from doctors, staff and patients
• Proficient in Microsoft Office
• Able to converse in local languages and dialects is preferred

Overview

The Centre for Innovation in Healthcare (CIH), is a one-stop hub with the goal of facilitating clinical adoption of practice changing innovations for public good and global impact. CIH achieves this goal by complementing other partners in the innovation ecosystem.

By virtue of CIH being part of National University Health System, CIH leverages its core assets of patients, healthcare professionals, and health datato progress innovations in their innovation journeys.

The Innovation Manager will run exciting innovation projects at various stages of the healthcare innovation journey, to progress them towards the final goal of deployment and clinical adoption of the innovation. You will also be the first point of contact to manage new interest to engage CIH services and also lead initiatives and events to support CIH’s goal.

You will work closely with a diverse team comprising project managers, clinical research coordinators (CRC) and business managers to provide the support for our healthcare innovators to achieve CIH’s goal.

Job Respnsibilities

• Drives selected innovations towards deployment and adoption in NUHS hospitals, clinics and healthcare community
• Works closely with CIH team to manage external and internal innovators interested to conduct usability trial studies, clinical trials or Health Technology Assessments (HTA) in NUHS hospitals, clinics and healthcare community
• Works closely with CIH Clinical Research Coordinators (CRC) to be responsible for end-to-end management of the projects
• Assists in forging of new partnerships or maintain relationships with CIH healthcare ecosystem partners to support CIH innovators
• Works closely with CIH team to strengthen engagement of our healthcare ecosystem partners through organisation of CIH events or implementation of new initiatives
• Assists in ad-hoc innovation events and projects

Job Requirements

• At least Bachelor of Science or equivalent. Other qualifications in Business or Entrepreneurship preferred.
• Minimum 5 years of working experience with at least 1 to 2 year of relevant experience in healthcare innovation activities
• Excellent interpersonal and communication skills
• A strong team player
• Have keen interest in health technology innovations
• Able to work in a complex organisational environment, with a need to balance expectations of multiple stakeholders.
• Able to multi-task and adapt to a fast-chainging environment
• Possess strong problem solving skills
• Able to tackle complicated research, regulatory and contractual issues independently
• Proficient in I.T. systems and MS Office applications

Senior Executive/Assistant Manager, Data Analytics & Insights

Group Care Plan Operations

Data Analytics & Insights (DAI) team under Group Care Plan Ops will support and work in close partnership with NUHS senior management, Group Specialty Chiefs (GSCs), Management Decision Support (MDS) teams and other stakeholders to realise the delivery of One Specialty, Multiple Sites and a OneNUHS patient care philosophy. The DAI team will develop innovative analytics solutions and derive actionable insights to support management decision making towards attainment of NUHS vision and key priorities.

Responsibilities

• Identify data and information needs required to enable the vision and key priorities of the organisation.
• Collaborate with stakeholders to identify available and relevant datasets and make strategic recommendations on such collection, integration and usage.
• Develop, maintain and refine interactive dashboards using data visualisation tools such as Tableau.
• To assist in developing the timeline that will enable DAI to progressively meet stakeholder needs.
• Establish and prioritise dashboard and scorecard of key stakeholders and working collaboratively with Group Clinical Ops and Group Service Ops, to refresh the Dashboard and Scorecards on an ongoing basis.
• To be well versed with and keep updated on Epic and other operational applications in order to propose solutions that will address group operations management and senior management needs on operational excellence.

Requirements

• Bachelor’s Degree in Computer Science, Information Management, Mathematics, Statistics, Operations Research, Engineering or related disciplines with strong statistical modelling and machine learning skills.
• At least 3 years of relevant working experience with analytics tools e.g. SQL, Python, MS Excel (advanced), data visualisation tools (e.g. Tableau)
• Familiarity with healthcare setting is a plus.
• Fresh graduates with excellent data capabilities will be considered.
• Excellent interpersonal skills, attention to detail, and flexibility to collaborate across various team areas and functions.
• Possess can-do attitude and work independently in ambiguous situations.
• Strong analytical and problem-solving skills
• Proficient in extracting, cleansing, and interpreting complex data with attention to detail and accuracy.
• Able to communicate sophisticated data science concepts clearly through concise reports and presentations, effectively conveying observations and recommendations.

Overview

Reporting to Assistant Director (Precinct Planning & Development), you will support the Precinct Planning & Development Department (PPD; under RHSO Operations Division) in secretarial and administrative work, grant administration and data management.

Job Responsibilities

1. Provide secretarial and administrative support to PPD

• Organise internal and external meetings and events, and their relevant logistics including booking dates and venues, ordering refreshments, supporting events onsite etc.
• Manage the timely submission of claims, purchase requisition, IT provision requests and HR requests etc.
• Manage office supplies requisition and maintain stationery and gift inventory Organise and maintain databases e.g. corporate gifting list, staff admin etcSupport and coordinate the onboarding and offboarding of new/existing staff
• Facilities management for PPD’s office e.g. managing seating plan and company assets etc.
• Maintain team schedule and calendars for key personnel
• Perform knowledge management and filing work

2. Processing claims

• Process claims submitted for various programmes/projects

3. Data management and analysis

• Collect and manage data for subsequent analysis

4. Any other duties, projects or assignments by Reporting Officer and/or HOD

Requirements

Qualification Required and Area of Discipline

Diploma in any discipline, preferably science or business management related

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)

Skills:

• Meticulous, good attention to detail and numbers
• Strong planning and organisational skills
• Team player who is able to work independently
• Proactive and able to multi-task
• Good communication skills
• IT savvy and basic Microsoft Office skills; strong Excel skills is an advantage

Experience:

• At least 2 years of relevant working experience
• Experience in administration will be advantageous
• Familiarity with Singapore public, healthcare or social care sectors will be advantageous
• Willing to work outside of office hours e.g. weekends
• Professional Licenses not required

Career in the Hospital

Join our incredible team at the National University Hospital (NUH), where we

believe that a hospital is more than just a workplace. Every day, we witness the

remarkable impact that our healthcare professionals can have on individuals, families, and entire communities.At NUH, we are driven by a shared purpose – to lend a helping hand to those in need, to be a source of support and healing, and to empower patients to live their best lives.

We are looking for passionate and committed individuals to join us as we transform lives and create a lasting impact in the lives of our patients. The impact you make at NUH will be profound, regardless of the role you take up in the hospital.

About NUH

The National University Hospital (NUH) is Singapore’s leading university hospital, with a proud heritage dating back to 1905 with the establishment of what’s now the NUS Yong Loo Lin School of Medicine. Our strong ties with the medical school have shaped us into a unique institution, allowing us to seamlessly integrate clinical. care with teaching and research. As a university hospital, we go beyond the realm of providing tertiary medical care. We are a hub of knowledge and innovation, attracting healthcare professionals who are passionate about pushing boundaries and making significant contributions to the field.

About Department and Purpose of the Position The National University Cancer Institute, Singapore (NCIS) is a national specialist centre under the National University Health System (NUHS). It is the only public cancer centre in Singapore treating both paediatric and adult cancers in one facility. We are looking for a business intelligence analyst/scientist in NCIS to manage corporate data and informatics needs to support cluster, departments, and specialties within NCIS. Responsibilities also involve overseeing the informatics team and support in ground operation projects.

Key Responsibilities

• Primary Responsibilities and Duties (80%) Working with stakeholders and users, perform data analysis, trend observations and derive actionable insights to drive improvement initiatives.
• Ensure proper extraction, validation, and storage of data from various systems.
• Conceptualise and develop operational dashboards to meet the business needs and to provide quality oncology care.
• Work with the team to design and architect the workflow of the data and algorithms including data input, output and storage between varioushealth IT systems.
• Perform data analytics and/or data mining from various systems
• Collate clinical and management information for the department and hospital.
• Provide regular updates highlighting concerns to Section Heads and Headof Department.

Secondary Responsibilities and Duties (20%)

• Manage IT projects and/or new system implementation.
• Oversee design, development, and maintenance of in-house application systems.
• Track department's servers, workstations, and end-user equipment.
• Collate annual budget for IT systems,equipment, and software. Coordinate acquisition and implementation.
• Assess operational needs and recommend and implement IT solutions.
• Oversee Informatics team and ensure staff meet KPIs.
• Perform other assignments as delegated by Sections Head and Head of Department.

Key Requirements:

• A recognised degree in Mathematics, IT or Data Analytics with at least 4 years of relevant experience
• Good system and data analysis and reporting skills.
• Knowledge in data visualisation / analytical / statistical tools (e.g., Tableau, R, Python) will be an advantage.
• Good organisational and interpersonal skills
• Practical knowledge of hospital operations, medical systems/applications, data analytics would be an advantage.

Closing & Applications

When you join NUH, you become part of a dynamic and collaborative environment where expertise, knowledge, and compassion all come together.

Working in healthcare offers satisfaction that extend far beyond the ordinary. The smiles of gratitude from patients and the profound sense of fulfilment that comes from helping others cannot be measured. It is a career that allows for both personal and professional growth. The challenges you encounter in this rapidly evolving industry push you to constantly expand your knowledge and skills, as well as encourage lifelong learning.Be a part of a team that gets to create a transformative healthcare experience for our patients and professionals alike.

Job Description:

The incumbent will assist in implementing and supporting Population Health initiatives in the Western region. He/she will contribute towards the nationwide implementation of Healthier SG by supporting the Primary Care Networks (PCNs) and their respective GPs.

Responsibilities

• Drive Population Health initiatives in primary care
• Be an account manager to Primary Care Networks (PCNs) and support their GP clinics in the Western region
• Engage and build relationships with PCNs and their GPs
• Coordinate & develop complementary services by clusters to support PCNs
• Extend and/or conduct relevant training for PCN GPs and their staff
• Collate the necessary data from PCN HQs for regular dashboard updates, incentive administration and/or quality improvement efforts
• Collate feedback and aim to continuously improve NUHS’ offerings to PCNs
• Secretariat for key meetings and committees
• Provide support to Quality Improvement initiatives and projects
• Any other duties assigned

Requirements:

• Minimum 1 year of healthcare-related experience.
• Highly motivated, independent and a good team player
• Good interpersonal, communication and negotiation skills
• Ability to multi-task
• Good presentation & writing skills
• Proficiency in Excel to consolidate / cross-check data and perform simple analysis & chart results. Experience working with business intelligence tools (e.g. Power BI, Tableau) will be useful
• Possess an inquisitive mind for problem-solving. Prior experience in Quality Improvement will be useful
• Note: At times, you may be required to meet our partners on Saturdays and weekday evenings

Job Description:

Overview

The Job Holder will support the Community Allied Health and Medical Planning Support (CAMP) unit under the Clinical Services and Governance Division (CSGD). The Job Holder will provide support for strategic allied health and medical manpower planning, coordination and administration matters to the Medical Lead and Allied Health Lead to ensure smooth delivery of Community Allied Health and Medical services, as well as an engaged workforce of Allied Health Professionals (AHPs) and Doctors to drive integrated care in the community.

Accountabilities

(1) Strategic AHP and Medical Manpower Planning

· Manage annual financial work plan and budgeting exercise for required community medical and AHP manpower to support population-health based initiatives and programmes

· Provide support on long and short-term strategic manpower planning and conduct regular reviews with Medical Lead and Allied Health Lead

· Keep abreast of NUHS population health developments and identify opportunities/gaps/areas of collaboration in terms of community AHP and medical support where appropriate

(2) Professional matters and clinical quality management

· Coordinating with Medical Lead and Allied Health Lead on professional and development matters

· Support in the implementation of quality assurance (QA) and quality improvement (QI) initiatives

· Liaise with relevant stakeholders on allied health and medical-related workflows

(3) Manpower-related administration support

· Liaise with internal/external stakeholders and/or programme owners (e.g. Community Nursing, Community Operations, hospitals) to establish service agreements

· Support onboarding, administrative and disbursement matters relating to allied health and medical manpower purchase and coordination

· Manage and maintain list of RHSO allied health and medical manpower under the Community Care Team and Medical Director’s Office

· Planning and managing workforce engagement activities to understand AHP and medical resourcing/operational needs

· Provide secretariat and administrative support for related meetings as assigned. This includes minute taking, preparation of slides, record keeping etc.

(4) Any other task as assigned

Requirements:

Qualification Required and Area of Discipline

Good degree in any discipline, preferably in Life Sciences, Business Administration etc.

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)

• 4 to 6 years of relevant working experience, preferably with 1 - 2 years in a managerial / leadership position
• Prior experience in healthcare sector and/or clinical operations is preferred
• Experience in project/programme management, community care or partnerships will be an advantage
• Ability to multi-task and work under tight timelines
• Excellent communication, presentation, negotiation and interpersonal skill
• Strong analytical/ problem solving skills, good organisation and time management skills
• Good command of English, with experience in preparing/writing presentation, papers, SOPs
• Good team player and able to work cohesively in a team.

Job Description:

· Responsible for the coordination of care of residents under the care of the General Practitioners (GPs) and Nurse Practitioner (NP). This includes patients right-sited from hospitals or other healthcare institutions.

· Support GPs on primary care initiatives and/or Primary Care Network (PCN) related matters.

· Enrolment of patients into My Health Map and outreach to patients to complete preventive health interventions.

· Data entry into database including tracking and coordination to ensure that patients follow the care plan for preventive and chronic diseases as laid out by the GPs and NP.

· Participate in committees or projects to improve care processes related to preventive care or chronic disease management.

· Promote health screening and wellness to the patients through care planning and coordination of care in the community.

· Perform any other administrative duties as assigned by supervisors.

Requirements:

· Possess a Diploma (Preferably in Health or Social related)

· At least 1 – 2 years of relevant work experience (Fresh Graduate are welcome to apply)

· Strong communication and personal engagement capabilities of older adult in the community

· Able to multi-task and work independently and as a team

· Strong organisational, coordination, interpersonal and communication skills

· Able to respond to common inquiries or complaints from doctors, staff and patients

· Proficient in Microsoft Office

· Able to converse in local languages and dialects is preferred

Key responsibilities:

1. Lead in Quantity Surveying services including contract advisory to Project Managers/Users on managing infrastructure projects across NUHS Cluster.
2. Provide Project Management support role for renovation projects under NUHS Cluster.
3. Provide support on the following:
4. Drafting on infrastructure procurement documents including refine the infrastructure procurement policies & procedure.
5. Management of funding and cash flow for NUHS infrastructure projects.
6. Analysis and compile cost data for infrastructure projects under NUHS including liaising with Project Managers/Users.
7. Support on internal & external audit including liaising with the Project Managers, stakeholders and MOHH.
8. Compile a registry of consultations, queries and feedback on procurement policies, standard contract documents and contract administration processes/templates for periodic review and improvement.
9. Organising of trainings for professional growth and practise.

Requirements:

• Minimum 6 to 8 years of relevant experience in Quantity Surveying, Building or Project Management for infrastructure projects.
• Experience in healthcare facilities and/or government projects will be an advantage.
• Minimum Bachelor Degree from a recognised university in Quantity Surveying, Project Management or other relevant construction related discipline.
• Good knowledge of Public Sector Standard Conditions of Contract (PSSCOC).
• Excellent verbal and written communication skills in English.
• Proficient in Microsoft applications eg. MS Words, Powerpoint and Excel.
• Meticulous and detail oriented
• Team player
• Strong passion and drive

Overview

You will support the NUHS Business Office Group Shared Services core functions with the aim to transform the existing processes to support the implementation of new billing system.

Responsibilities

You will work with cross-functional business operations team across public healthcare institutions (PHIs) within the NUHS cluster and shall be responsible to:

• Ensure patients bills and claims submission is processed timely and accurately
• Handle patient enquiries and track any bill dispute resolution
• Process financial assistance application for needy patients with various assistance schemes
• Work closely with various Operations team to support new operation needs, workflow changes and process improvement.
• Communicate any changes in workflow / processes that has impact to Operations
• Ensure compliance to MOH policies on patient financing, Medifund Policy, CPF Board Policy, Hospital Policies and Business Office Shared Services Standard Operating Procedures (SOPs).
• Participate in projects and system implementation in term of controls and risk assessment
• Work closely with internal and external auditors

Requirements

• Possess a Degree in Accountancy/ Finance/ Business or the equivalent with at least 3 to 5 years’ experience in audit or compliance.
• Familiar with public healthcare operations and subsidy & financing framework.
• Proficient in process improvement and internal controls
• Organized, detail-oriented and able to work independently
• Pro-active, resourceful, able to take challenges, work independently or as a team.
• Able to work in a dynamic fast paced environment

As part of the national HealthierSG initiative to transform the way healthcare is delivered, NUHS Regional Health System Office (RHSO) is setting up a Care and Call Centre (CareHub) to support the western population through phone calls, telemedicine and digital communication platforms to become healthier and take charge of own health.

You will be responsible to support the smooth operations and administration of CareHub. Your exceptional organizational skills, discretion, and ability to handle complex tasks will be instrumental in ensuring operation success. You will be instrumental in supporting the monitoring of CareHub’s key performance indicators (KPIs) and ensuring that CareHub’s service standards are met to deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.

You will also participate in the development, implementation and review of CareHub’s functions and initiatives, as well as be a knowledge champion to continuously support our call centre officers to obtain and maintain competency in managing resident and partners’ queries within KPIs and standards. You will have the opportunity to be part of a dynamic team and we are looking for like-minded individuals to join us who are positive, passionate about service experience with a quality improvement mindset.

Roles and Responsibilities include but not limited to:

1. Knowledge champion: Part of the first line which Call Centre Officers can approach for complex queries and clarification on CareHub’s workflows.
2. Curate and review knowledge based on cases and upcoming initiatives in a timely manner with proper documentation and tracking of when and which articles are due for review. This involves the creation, review and upload of articles to ensure a relevant knowledge management system to support the Call Centre Officers.
3. Support the training and refresher of CareHub team for new and existing staff. For example, being one of CareHub trainer to the creation and implementation of knowledge quizzes and competency refresher sessions.
4. Conduct audits on call and email cases to ensure standards are met with proper documentation and basic visualization charts to support high-level reporting to management.
5. Support in the identification of training and service gaps through analysis of call centre’s data and collaborate with team to implement initiatives to close gaps.
6. Troubleshoot basic IT issues and escalate complex IT incidents to the appropriate parties in accordance with workflow / protocol and follow-through till resolution.
7. Coordinate and facilitate staff training programs and workshops, ensuring proper documentation and tracking of training activities and budget.
8. Support in the manpower planning and scheduling to ensure there is sufficient manpower helming the CareHub’s hotline and email.
9. Asset management which includes the update and maintenance of asset record on a regular basis.
10. Support procurement activities by researching and identifying potential suppliers. You will be responsible for requesting and reviewing price quotations, negotiating terms, and making purchase recommendations. Your role will also involve maintaining inventory records and ensuring the timely delivery of goods and services.
11. Play a vital role in the on-boarding process of new employees, handling administrative tasks such as coordinating paperwork, updating and coordination of the training plan and schedule, updating email distribution lists, setting up workstations, and providing necessary resources. Additionally, you will be responsible for managing off-boarding activities, including the collection of company assets, conducting exit interviews, and updating relevant records.
12. Collaborate with other departments to support the operations and administration of CareHub eg. work with the finance department to track and monitor budgetary expenditures.
13. Coordinate and schedule meetings which will involve the booking of rooms, arranging necessary equipment, and ensuring all logistical aspects are well-organized.
14. Undertake additional administrative tasks as required. These may include data entry, filing, and providing general office support. You will also have the opportunity to support other departments with various projects and initiatives on an as-needed basis.Qualification Required and Area of Discipline

• At least Diploma qualification
• Required Competencies and Capabilities (Skills, Experiences and Professional Licences)
• Positive attitude with a customer experience mindset
• Highly independent, self-motivated and collaborative in team setting
• Good interpersonal communication and writing skills
• Highly adaptable and good situational judgement.
• Meticulous
• Experience in training and audit related roles in call centre or service line will be advantageous.
• Ability to speak various languages will be advantageous.
• Proficiency with Microsoft suite of applications
• Open to work extended hours eg weekends
• Note: Current working location is in the West.

As a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub’s service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.

You shall conceptualise and translate developmental plans of CareHub’s functions and IT requirements/systems into actionable milestones, workflows and SOPs while working collaboratively with the team and stakeholders to make plans a reality dovetailed to implementation timeline, organisation’s strategies, priorities and national’s directives.

You shall be responsible to ensure service standards and KPIs are consistently monitored, reported with areas of improvements identified and actioned timely to drive the achievement of CareHub’s service standards and KPIs with risks mitigated and managed appropriately. In addition, you are responsible for the training and knowledge function of CareHub to support the Call Centre Officers to be competent in their job and able to handle cases in a professional and timely manner.

You shall drive collaborative conversations and partnerships with stakeholders and community partners to develop and implement/review CareHub’s functions and initiatives which improve outcomes in tandem with the wider community ecosystem. You will need to be passionate about service and innovation as you will be a vital driving force who will support the development of CareHub and shape the team’s positive and service oriented culture.

You will have the opportunity to be exposed to other functions / roles in the division if you have the capability to take on concurrent roles.

Key accountabilities but not limited to:

1. Plan and manage the day-to-day operations of the CareHub in line with CareHub’s service standards, key performance indicators (KPIs), developmental plans and organisation’s policies
2. Drive the implementation of CareHub’s functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timeline
3. Spearhead collaborative conversations and change management internally and with stakeholders to further develop CareHub’s functions and facilitate adoption of new/improved workflows and SOPs
4. Lead in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHub’s standards and KPIs.
5. Support in the management of team to deliver on CareHub’s service standards, KPIs and adherence to national and organisation’s policies eg. data protection and management
6. Risk management incorporated in workflows and SOPs
7. Responsible for the knowledge and training function of CareHub which includes the set-up of a formal training structure to ensure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management system
8. Forecasting and management of budget to support the plans and operations of CareHub
9. Monitor, measure and report on CareHub’s deliverables and KPIs to stakeholders and management in a concise and timely manner
10. Utilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub
11. Drive the innovation of CareHub through keeping abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners

Qualification Required and Area of Discipline

• Good bachelor’s degree in any discipline.

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)

• Preferably with at least 4 years of relevant Contact Centre / healthcare and operations related experience
• Possess leadership skills with experience in managing team(s) and ability to motivate staff to perform
• Experienced in project management and working collaboratively with stakeholders at all levels to successfully deliver outcomes / meet project milestones
• Highly adaptable and responds with resilience when faced with multiple demands, shifting priorities and ambiguity
• Highly independent, self-motivated and collaborative in team setting
• Good analytical and organization skills with attention to details
• Excellent interpersonal, communication, presentation, writing and problem solving skill
• Ability to analyse complex issues, identify and communicate potential solutions to get buy-in
• Ability to interpret data and derive insights to drive outcomes
• Positive attitude with a customer experience mindset
• Lead with a Quality improvement (QI) mindset to ensure standards are relevant, maintained and CareHub is constantly innovating to be better
• Proficiency with data visualisation / processing and Microsoft suite of applications (eg. Excel, Powerpoint, Word)