STATEMENT OF PURPOSE

The National Healthcare Group (NHG) Health Programme Management Office (PMO) is chartered to manage the newly deployed national systems e.g. National Billing System (NBS) and National Harmonised Integrated Pharmacy Solution (NHIPS) to ensure smooth post go-live operations in the NHG Health institutions.

MAJOR DUTIES AND RESPONSIBILITIES

Ticket Management and System Operations:

Provide comprehensive operational leadership for the NBS and NHIPS ticket management lifecycle. This includes conducting detailed analysis of ticket burndown metrics and overseeing the complete triaging process from initial assessment through to final resolution.

The role involves establishing and maintaining prioritisation frameworks, ensuring appropriate assignment of tickets to relevant teams, and monitoring adherence to established service level agreements.

A key component involves tracking and analysing ticket trends to identify root causes and recurring issues, using this intelligence to drive continuous improvement initiatives across the system. The position requires implementing automation solutions, developing comprehensive knowledge bases, and optimising processes to enhance overall ticket resolution efficiency and reduce response times.

Stakeholder Coordination and Vendor Relations:

Function as the central point of contact and primary liaison between diverse stakeholder groups including business users, Synapxe, and external vendors. This responsibility encompasses facilitating effective cross-functional collaboration to ensure swift and comprehensive resolution of user-reported issues.

The role requires building and maintaining strong working relationships across multiple organisations whilst coordinating complex multi-party problem-solving efforts. This includes managing vendor relationships to ensure service delivery expectations are met and maintaining clear communication channels between all parties involved in the NBS and NHIPS ecosystem.

Administrative and Secretariat Functions:

Deliver comprehensive secretariat support for departmental meetings and initiatives. This encompasses preparing detailed meeting agendas, developing presentation materials, and ensuring all necessary documentation is available for effective decision-making.

The role includes accurately documenting meeting minutes, capturing key decisions and action items, and implementing robust follow-up tracking systems to ensure accountability and progress monitoring. Additionally, coordinate stakeholder communications to maintain transparency and alignment across all parties, whilst providing flexible administrative support as organisational needs require.

OTHER DUTIES AND RESPONSIBILITIES

• Any other administrative duties and responsibilities that may be assigned from time-to-time in the areas of Group Digital Health matters.

JOB REQUIREMENTS

EDUCATION, TRAINING AND EXPERIENCE

• Familiar with IT systems and finance in a healthcare setting, specifically SAP FIMM & BRIM background for NBS Project.
• Relevant project management experience.
• Prior experience in healthcare settings will be advantageous.
• A tertiary degree from a recognized university.

PERSONAL ATTRIBUTES

Core Work Qualities:

The role requires someone who can work independently with minimal supervision while maintaining high documentation standards and completing tasks accurately and efficiently.

Learning and Development Focus:

The candidate should be able to quickly absorb new content and transform it into effective training programmes, demonstrating both learning agility and instructional design capabilities.

Communication and Presentation Skills:

Strong communication abilities are essential, including delivering formal presentations, engaging audiences effectively, and adapting communication style to different stakeholders such as trainers and trainees.

Leadership and Interpersonal Skills:

The role demands someone who is cooperative, approachable, and skilled at listening to others' concerns whilst also being able to lead teams and advocate for the importance of training across the organisation.

Project Management Capabilities:

Excellent organisational skills are required, including the ability to manage competing priorities, sequence activities logically, meet deadlines, and clearly communicate results to stakeholders.

Collaborative Approach:

The successful candidate must work effectively with colleagues across all levels of seniority, demonstrating flexibility and adaptability in different working relationships.