Job Description:
- Oversee the smooth operation of the clinics in providing patients with the following services:
a) Counter Services
- Registration and Queue Management System
- Billing and Payment Collections
- Scheduling of Follow-up Appointments
b) Clinic Services
- Performing patient care activities and services such as Eye
- Evaluation Tests, Instillation of Eye Drops and giving health advice to patients/family on basic eye care
- Liaise with doctors, nurses and internal departments on clarifications on patient matters
- Assist the doctors in the consultation rooms during clinic session such as preparation of necessary clinical documents and assisting patients during the eye examination
- Conduct daily inventory checks on equipment and instruments
- Manpower and resource planning/allocation
- Prepare and analyse performance data and reports and initiate recommendation to improve the dept.’s key performance indicators (KPIs)
- Ensure compliance with policies, procedures and work instructions in all areas related to operations
- Provide assistance to staff on counter service
Staff Management and Training
- Translate clear achievable goals and learning roadmaps, aligned with organization’s strategic thrusts to staff
- Provide coaching and counselling and conduct appraisal for staff
- Ensure staff’s well-being is cared for and adequate staff engagement is achieved.
- Plan and coordinate staff development programs
- Gather feedbacks & learning points from staff and conduct meetings with respective teams/ clinics
Innovation
- Oversees and ensures seamless implementation of new or change in system and workflows
- Perform User Acceptance Test (UAT) for new or system enhancements with full impact analysis of current business/ workflows and develop milestones
- Review and streamline processes, with engagement of various stakeholders, to enhance operation efficiency and patient experience
- Review processes, procedures and guidelines, work instructions and training manuals.
Project Management
- Develop project charter to ensure seamless execution of projects
- Oversee the smooth operation of new clinics & services including shifting, renovation involving with Ops & Facility and relevant stakeholders
- Oversee improvement initiatives, including engagement with critical stakeholders e.g. Clinic Services, Nursing, Allied Health etc.
- Develop new workflows, work instruction and training manuals
Job Requirements:
- At least a Diploma with 8 years of relevant service and/or supervisory experience, preferably in healthcare industry
- Critical thinker and self-directed
- Passionate about streamlining process to achieve operational efficiency and enhance patient experience
- Strong interpersonal, communication and teamwork skills
- Streamline work process and improve workflow skills e.g. Lean Six Sigma, Design Thinking etc.e, Service Operations
