Assistant Director

This role is to oversee clinical complaints, medico-legal cases and Singapore Medical Council (SMC) – related cases, to ensure smooth operations of the unit and timely management of clinical complaints and feedback. He/ she should preferably have a background in medicine/ healthcare to understand the issues that may arise out of a clinical complaint.

1.    Review clinical feedback / complaints received from various sources and assess whether the feedback is related to clinical or non-clinical issues.
2.    Acknowledge complaints promptly and respond within the set time limits.
3.    Gather information from relevant stakeholders and review case notes, with a view to identifying care lapses and resolving patient’s and / or their next of kin’s concerns or queries.
4.    Prepare short communiques to the relevant clinicians, draft reply letter, and send the reply to patient / next of kin. Ensure satisfactory resolution of complaints, where possible.
5.    Guide staff on the identification of medical issues.
6.    Work with the team to raise waiver forms and invoices to patient / their next of kin, hospital lawyers, insurers, etc as required within a stipulated time frame.
7.    Ensure that revised hospital bills are sent to the patient in a timely manner.
8.    Work with the team to arrange family meetings (on a case by case basis) with the medical and / or nursing teams to address families’ issues and concerns.
9.    Ensure hospital insurer reporting are submitted in a timely manner. 
10.    Review all cases reported to hospital insurer annually to identify cases of concern.
11.    Liaise with Business Office, hospital lawyers, hospital insurers and other parties where applicable.
12.    Analyze clinical feedback / complaints to identify recurring themes and trends. Prepare detailed reports for Clinical Board Complaints Update twice a year and submit the reports for sharing. 
13.    Maintain a data inventory map for the department functions.
14.    Review Standard Operating Procedures on a yearly basis for upload onto the Intranet.
15.    Review and maintain Business Continuity Planning documents for department.
16.    Participate in clinical quality audit as assigned.
17.    Any other tasks as deemed appropriate by the Chairman Medical Board.

Job requirements:

⦁    Recognized Masters or Post grad qualification in Management is preferred or an equivalent of at least 6 years of experience in a managerial role in the healthcare sector (at least frontline doctor for 2 years clinical experience).
⦁    Proficient in Microsoft office Suite (particularly in Excel & Powerpoint).
⦁    Good Organizational and interpersonal skills. Ability and willing to multi-task.
⦁    Ability to work efficiently and independently. 
⦁    Excellent in writing and communication skills.