Supervisor

The Supervisor will be responsible to assist the Visitor Management (VM) Manager/ Senior/ Executive to manage and supervise a team of Customer Service Officers (CSO) to ensure smooth daily operations (including logistics and IT system) of the various Visitor Registration Centers (VRC) at the different the towers.

Visitor Management and Screening (VMS) Department is responsible for the overall review and implementation of visitor management and screening according to MOH guidelines and YH policies to provide a safe environment for patients, visitors, and staff.

MAJOR DUTIES AND RESPONSIBILITIES

1. SPECIFIC

1. Supervise, manage and support the CSO on VM duties, including registration & screening of visitors as per YH and/or MOH requirements
2. Work closely with various stakeholders (Ward, Security, Facilities, IT Support, etc.) to ensure smooth operations at the various VCR
3. Manage and enforce compliance to latest YH Visiting Policy
4. Conduct the onboarding process for new CSO:

1. application for system access, arrange for name tag, pulley and mask fitting, etc.
2. conduct the required training for new CSO to ensure compliance to YH service and safety standards and work processes
3. work closely with the Supervisor/ Executives of outsourced partner to ensure proper on the job training are provided to new CSO and sufficient manpower at the various VCR

5. Conduct competency checks/ audits on existing CSO and provide coaching and mentoring whenever required.
6. Maintain sufficient level of inventory and ensure CSO team has sufficient resources to perform their duties effectively. E.g. masks, stickers, stationary, hygiene materials and working IT equipment
7. Review existing VM workflow and processes together with VM Executive, identify gaps and implement enhancements and improvements
8. Patrol all VCR at various towers to ensure full strength of CSO on duty, ground operations and processes are smooth, especially during visiting hours.
9. Be on standby and perform roles of CSO if needed
10. Be first point of contact for CSO if they encounter any issues
11. Intervene and manage feedback escalated by the CSO promptly. Escalate feedback to Executive/ Manager promptly if unable to resolve
12. Ensure confidentiality while handling patient and visitor data in accordance to YH PDPA policies and guidelines
13. Perform basic trouble shooting on system related issues and escalate issues to IT Department/ Vendors for fast resolution
14. Maintain and track VM inventory list
15. Ensure VM system and equipment maintenance are properly done and maintained by vendors

2. GENERAL

1. Participate in process improvement initiatives
2. Participate in Corporate and/ or Department initiatives and activities
3. Be current with latest visitor policies/ technology through training and continuous learning
4. Foster continuous improvement as our way of life by encouraging staff efforts at improving processes to achieve clinical quality and operational excellence
5. Perform any other duties assigned by HOD, Manager or Executive

JOB REQUIREMENTS

EDUCATION, TRAINING AND EXPERIENCE

• Diploma/ A-Level/ O-Level or equivalent preferred
• Minimum three years working experience
• Good communication and interpersonal skills
• Working knowledge of computers/ IT systems
• Preferably with supervisory and relevant experience