Overview*
Reporting to the Senior Manager, Inpatient Operations, the Senior Executive (SE) / Assistant Manager (AM) / Senior Assistant Manager (SAM) will assist in the management of assigned clinical and/or patient services in the hospital and/or project management role for ward infrastructure and/or building improvement projects. S/he will be responsible for key departmental and/or service performance areas, such as customer service, operational excellence and resource utilisation.
Job Responsibilities*
You will be responsible for the following:
Leadership and Strategic Planning
Participate in the development of AH strategic plans. He/She will facilitate in the alignment of the vision, philosophy, strategic and business plans for the Operations team. This includes the formulation of a tactical roadmap to achieve measurable targets within prescribed timelines. These measurable targets are quantifiable quality outcomes as KRAs that can be used to benchmark against other institutions.
Participate in the transformation of hospital design and deliver of support services through the Alexandra Campus Redevelopment project.
Major Duties (80%)
- Responsible for daily operations of assigned inpatient ward(s), including ward reception counter services, administrative / operational matters and partnering Ward Nurse Manager and other stakeholders to solve system and process issues.
Review key processes to improve overall key performance indicators/ outcomes in the areas of total customer experience, operational efficiency and optimal resources utilization.
Track, monitor and make recommendations to achieve excellent customer satisfaction ratings.
Work closely with Nursing, Operational Support Services and other stakeholders for ward infrastructure and/or building improvement projects to ensure 1) adequate planning of project phases and bed closures to minimize disruption to inpatient operations, 2) user requirements are adequately captured in project specifications, 3) site works are carried out in compliance to hospital standards e.g. infection control, 4) projects are completed on time and within budget.
Track, monitor and make recommendations for all hospital related requirements related to its annual planning cycles, including financial, manpower and total training budgets.
Work closely with relevant departments on special projects, workgroups or committees to resolve intra-department conflicts, initiate and propose options where possible and see through the implementation to ensure desired outcomes are achieved.
Participate actively in relevant NUHS Way projects, Quality Improvement/ IT projects and initiatives. Constantly review within assigned areas, systems and process initiatives to achieve safer, better, faster and cheaper care for the customers.
Handle customer complaints and follow up with service recovery if necessary.
Review and update policies and procedures as needed.
General Duties (20%)
- Support any relevant hospital committees formed within the assigned area(s) of responsibilities, for example, Division of Critical Care Committee, etc.
Perform any other duties as assigned by Reporting Officer.
Requirements*
Qualification Required and Area of Discipline
- Degree in any discipline.
- Healthcare experience will be advantageous.
Skills and Knowledge
- Strong analytical, organisational, coordination, interpersonal and communication (written & verbal) skills
- Proficient in MS applications e.g. Microsoft Word / Excel / Powerpoint
- Project management skills and experience
- Practical knowledge of hospital operations preferred
- At least two years’ working experience, preferably in service industry
Personal Traits
- Positive, pro-active, motivated with “can-do” attitude
Ability to multi-task and work independently and as a team
Service oriented and customer focused
If the role sounds interesting to you, please contact ‘[email protected]’ to understand more on the role. Please indicate the position that you are interested in the subject heading.
*Only Singapore Citizens and Singapore Permanent Residents may apply.
