Sr Executive, SOC

The Clinic Manager (Senior Executive / Assistant Manager) will be responsible for overseeing the operations of assigned departments, managing resources and providing leadership to ensure an efficient, personalized service in a pleasant and comfortable environment.  Plan, implement and support the hospital’s daily operational functions, including special projects.

MAJOR DUTIES AND RESPONSIBILITIES

(A) SPECIFIC

CLINIC OPERATIONS

1. Overall responsible in ensuring a smooth operation with focus on access to care, customer service and efficiency

2. Support the department and “walk the ground” to ensure patient services are delivered in a pleasant and comfortable environment. To manage patient crowd and mobilize manpower if necessary. This includes working with the Nurse Clinician in the daily operational needs. 

3. Overall responsible in appointment management, which includes overseeing clinic appointment work queue, managing provider resource and appointment templates.

4. Oversee patient feedback and frontline personnel as assigned. Train staff to rectify service lapses and develop alternative plans. Encourage and reinforce the Speak Up for Safety Culture through planned communication sessions.

5. Streamline work processes, maintain operational and service standards in clinics, working closely with Nurse Clinicians, Doctors and other departments.

6. Collaborate with A&E, Inpatient, Peri-ops and support departments to ensure safe and seamless patient and information flows. Design initiatives and improve patient-centric work processes.

7. Responsible for preparation, review and updates of key performance indicators and management reports in alignment with the hospital’s strategic plans / YH Unified Care Model.

8. Identify service discrepancy trends/ issues and provide recommendations to SOC Services HOD.

9. Ensure that clinic assets are in optimal working condition; through planned review cycles and collaboration with users, BME and FM teams. Facilitate the review of budget-related matters with Service Operations.

10. Ensure accurate billings of services in clinics.

11. Ensure systems used in clinics are in optimal working condition; through review of system enhancement and troubleshooting of system issues.

12. Monitor and facilitate improvement projects through regular reviews with stakeholders.

13. Assist the Clinical and Operations HOD in the review, implementation and enforcement of Business Continuity Plan (BCP) and Data Protection measures (PDPA).

14. Participate in risks review initiatives (Enterprise Risk Management, Hazard Identification, Patient Safety Walkabout) with stakeholders and execute measures to mitigate risks.

15. Draft, review, update and implement Department SOP and SWI according to MOH guidelines and YH Policies.

(B) GENERAL

1. Be a leader in embracing change.
2. Align department’s goals with the business goals of the hospital.
3. Support staff development, build and groom a strong team with succession planning.
4. Support all corporate activities, as well as motivate and encourage staff participation in community projects.

JOB REQUIREMENTS

1. EDUCATION, TRAINING AND EXPERIENCE

• Basic Degree
• Knowledge of hospital operations would be preferred
• Experience in a supervisory role would be preferred
• Good communication and interpersonal skills
• Possess positive attitude, initiative and keenness to learn
• Possess strong analytical, good interpersonal and communication skill

2. SPECIALISED TRAINING

• Knowledge of computer software
• Knowledge of statistic

ABNORMAL PHYSICAL WORKING CONDITION

Be able to respond to emergency recall depending on exigencies of services