Asst Director, Technology Strategic Planning and Integration

The Assistant Director for Digital Services & Patient Experience leads TTSH's patient-facing digital transformation initiatives, ensuring seamless integration of technology solutions that directly impact patient satisfaction, care delivery, and institutional reputation. This role requires strategic leadership of high-visibility, revenue-critical digital services that shape TTSH's competitive positioning in the healthcare market.

Key Responsibilities

1. Enterprise Digital Services Integration and Platform Management

• Lead strategic integration of patient-facing digital platforms including HealthHub, MyChart, and NHG Health App to create unified patient experience
• Work collaboratively with One Service Experience Steering Committee and NHG Group Digital Health to ensure continuous improvements across key touchpoints
• Oversee digital enhancements across:
  • Appointment making and rescheduling
  • Medication refill and delivery
  • SOC registration and payment
  • Inpatient digitalisation experience (onboarding, menu, patient education)
  • Financial counselling
  • Pre and post-operative support
  • Caregiver support

2. Digital Patient Experience Strategy and Service Design

• Develop comprehensive digital patient experience strategy aligned with TTSH's patient-centric care objectives and competitive positioning requirements
• Lead service blueprint development for patient journey optimisation, ensuring seamless omnichannel experiences across all patient touchpoints
• Design and implement patient engagement platforms that enhance accessibility, convenience, and satisfaction throughout the care continuum
• Partner with QSM Patient Experience Unit to leverage Service Champions and Patient Advocacy Group expertise

3. Digital Service Innovation and Revenue Optimisation

• Drive innovation in digital service offerings that enhance patient convenience whilst supporting institutional revenue objectives and operational efficiency
• Lead development of self-service digital solutions that reduce administrative burden whilst improving patient autonomy and satisfaction
• Establish digital service performance measurement frameworks and ROI tracking for patient-facing technology investments

4. Patient Journey Analytics and Experience Optimisation

• Implement comprehensive patient journey analytics capabilities to identify pain points, optimisation opportunities, and service enhancement priorities
• Develop predictive analytics for patient experience management, enabling proactive intervention and personalised care delivery approaches
• Lead patient feedback integration systems that capture, analyse, and respond to patient experience data across all digital touchpoints

5. Digital Transformation Change Management and Stakeholder Engagement

• Lead change management initiatives for patient-facing digital transformation, ensuring successful adoption and sustained engagement across diverse patient populations
• Manage strategic relationships with external vendors, technology partners, and digital health ecosystem stakeholders to enhance service delivery capabilities
• Coordinate cross-divisional collaboration for digital service delivery, ensuring alignment between clinical, operational, and technology teams

Requirements

• Bachelor's degree in relevant field (Healthcare Management, Information Technology, Digital Innovation, or related discipline)
• Master's degree preferred
• Minimum 8-10 years of progressive experience in digital transformation, healthcare technology, or patient experience management
• Proven track record in leading large-scale digital integration projects
• Experience in healthcare or patient-facing service environments
• Demonstrated success in change management and stakeholder engagement