Sr Asst Manager / Asst Manager, Patient Service Centre

Sr Asst Manager / Asst Manager, Patient Service Centre

• Reporting to the Senior Manager/Manager, this role involves operations and continuous improvement of financial counselling service for patients admitted from various departments, ensuring a seamless and supportive experience throughout their care journey.

• Provide ground leadership and manage daily operations for the assigned scope of work, to ensure service excellence, operational efficiency, and compliance in line with applicable regulatory requirements.

• Oversee operational workflows and staff training for the assigned scope of work, including review and implementation of processes and practices to ensure relevance.

• Support planning, implementation, and sustenance of department workplans and improvement initiatives, in support of ministry, cluster, and hospital level policies and priorities.

Main Duties & Responsibilities:

Specific

1. Lead a team of Patient Service Associate (PSA) Executives and PSAs in providing admission and financial counselling services, including patient consent and authorisation, healthcare financing and assistance schemes, payment options and payment collection.
   1. Develop and mentor staff within the department, providing guidance, performance coaching, and fostering a supportive work environment that encourages engagement and retention.

2. Ensure efficient operations for the assigned scope of work, including:

1. 1. Plan and coordinate resources required, and oversee administration and HR matters, to support service delivery and operational readiness, including any service expansion

1. 2. Support the Senior Manager / Manager to establish, implement, and review the relevant processes and practices (such as Quality Procedures, Supporting Documents, Work Instructions, and Standard Work) to ensure alignment with governance and compliance requirements

1. 3. Support internal / external audits, including ensuring required documentation / records are maintained and accessible for subsequent reference

General:

1. Support planning and execution of the department’s strategies and workplans, in line with the hospital’s strategic priorities

2. Drive service improvement, operational efficiency and quality improvement initiatives at department and hospital level, so as to deliver value to patients and staff

3. Partner internal and external stakeholders to enable cross-department coordination and effective delivery of objectives

4. Be a change agent and inculcate mindset change for project implementation efforts, and contribute to a working environment of collegiality, accountability, and effective teamwork

5. Perform secretariat duties for assigned committees and/or workgroups related to the projects undertaken by the department or at hospital level

6. Participate in hospital-wide initiatives aimed at improving patient experience and operational processes, serving as a change agent to promote teamwork and effective care delivery.

6. Any other duties as assigned by the department / senior management

Job Requirements:

Education, Training & Experience

• Possess a recognised Bachelor’s Degree

• Minimum 2-3 years of relevant work experience, preferably in service-oriented or operations-related industries

• Experience in hospital operations and project management, including exposure to IT system management, will be an added advantage

• Prior experience in a supervisory or team lead role is preferred

• Able to think strategically, multi-task and effectively prioritise work in a dynamic environment
• Possess a continuous improvement mindset
• Good interpersonal and communication skills, with the ability to engage and collaborate with stakeholders at all levels
• Excellent written and presentation skills
• Digital proficiency, including familiarity with Microsoft Office applications