Executive, Pearl Liaison Centre

JOB SUMMARY

The purpose of the job is to ensure smooth operations of all aspects of the department services which include both frontline and backend support functions.

You will assist the Manager to integrate the strategic plans of the organization, develop and implement policies, procedures and controls to ensure high level of service and operational efficiency. You will also be involved in various hospital-level projects and initiatives, specifically those which are service related.

MAIN DUTIES AND RESPONSIBILITIES

Operations

• Assist the Manager to supervise a team of ground operations staff
• Ensure smooth operation of direct admission, air evacuation, management of patient medical appointments and all patient liaison services
• Review existing work processes/workflows, and propose continuous improvement to the processes/workflows
• Develop and implement new operational workflows to support the department’s work
• Manage and co-ordinate appointments of VVIP/VIP with the respective internal stakeholders to ensure that the whole medical journey is seamless
• Host VVIP/VIP visitors and coordinate the visit with all the stakeholders involved to ensure the visit goes smoothly
• Perform frontline counter duties at times
• On rotation for 24/7 on-call duties

Team Development

• Provide On-Job Training(OJT) to new colleagues as assigned
• Coach and mentor ground team
• Develop and refine training materials and manuals
• Assist Assistant Manager/ Manager to organize roll-calls and briefing sessions
• Be an effective lead to promote collegiality and teamwork within the department and hospital

Service Quality

• Assist Assistant Manager/ Manager to attend to complaints
• Investigate complaints and incidents
• Analyze service issues and proactively develop effective solutions to solve operational and systemic problems
• Write written replies to complainants
• Conduct quality audits to ensure high service standards and adherence to procedures and guidelines
• Actively participate as a member or team lead in quality improvement projects at department/division/hospital level

Administrative and Support Functions

• Responsible for managing fixed assets and equipment of the department (phone, IT systems)
• Ensure equipment are working and liaise with the vendors or internal departments to resolve issues expeditiously to ensure minimal downtime
• Troubleshoot any technical problems encountered by the team
• Support in the collation of operational and management reports generate accurate statistics for management’s decision making
• Ensure all documents and data are properly stored, filed and disposed of in accordance to hospital’s data governance polices

General

• Participate in hospital-level projects and workgroups
• Organize meetings, write meeting minutes and follow-up on meeting action points at department/division/hospital level
• Participate in emergency planning exercise and render support in any hospital emergency or incidents when required
• Assist to carry out any other duties assigned 

JOB REQUIREMENTS

• Bachelor's Degree in any discipline
• At least 2-3 years working experience in healthcare industry or any service-related industries, especially in frontline or customer-fronting roles
• Good communication and interpersonal skills
• Confident and able to interact with people of all levels - patients, next-of-kin, VVIP/VIP, business partners and internal stakeholders such as doctors, nurses and senior management
• Meticulous and possess good organisational and coordination skills
• Excellent team player with leadership qualities
• Able to think on the feet and solve problems and make sound decisions
• Able to handle pressure and multi-task in a fast-paced environment