Senior/ Assistant Manager, Operations

Overview And Purpose Of The Position

To oversee daily hospital operations and ensure the team of frontline staff provides a consistently high level of service standards in JCH

• Management and Development of Service Areas
• Perform regular supervision and performance monitoring of PSAs/ Team leaders/ Executive/ Senior Executive/ Assistant Manager to ensure consistent high level of service delivery
• Ensure hospital facilities are kept in good condition and maintain 5S standards
• Ensure system readiness and facility readiness for daily operations
• Continuously streamline processes to ensure seamless and integrated patient care
• Review and revised all existing and document new policies, procedures and work instructions
• Closely monitor and manage staff attendance, performance and disciplinary issues
• Analyse and investigate patient feedback/ complaints and implement corrective actions and preventive measures
• Supervise, develop and manage frontline staffs
• Ensure proper orientation and induction of new staff
• Conduct regular training and communication sessions for frontline staff to ensure a high standard of service delivery and product knowledge
• Ensure frontline staffs are well versed with various hospital services, customer service standard, workflows and financial counselling processes
• Ensure adherence to both organization and department policies and regulations
• Actively engaged in monitoring the discipline and conduct of all PSAs and PSCs
• Identify and develop staff with high potential
• Leadership and Motivation
• Proactive role in identifying gaps and proposed change with respective stakeholders to smoothen existing workflow
• Champion change and is able to present ideas convincingly to generate acceptance from others.
• Be the bridge between the management and frontline staffs, when communicating issues and policy changes
• Project Management
• Lead projects and make recommendation for improvement.
• Actively identify and carry out process improvement for areas directly involved e.g. kaizen, WOW initiatives.
• Perform secretariat duties when assigned
• Other Assignments
• Participate in corporate events whenever necessary
• Motivate and encourage staff participation in community outreach programmes, etc.
• Support Emergency Planning activities e.g. Civil Emergency, Pandemic Outbreak
• Undertake any duties/ projects assigned by the Manager/ HOD.

Overview And Purpose Of The Position

To oversee daily hospital operations and ensure the team of frontline staff provides a consistently high level of service standards in JCH

• Management and Development of Service Areas
• Perform regular supervision and performance monitoring of PSAs/ Team leaders/ Executive/ Senior Executive/ Assistant Manager to ensure consistent high level of service delivery
• Ensure hospital facilities are kept in good condition and maintain 5S standards
• Ensure system readiness and facility readiness for daily operations
• Continuously streamline processes to ensure seamless and integrated patient care
• Review and revised all existing and document new policies, procedures and work instructions
• Closely monitor and manage staff attendance, performance and disciplinary issues
• Analyse and investigate patient feedback/ complaints and implement corrective actions and preventive measures
• Supervise, develop and manage frontline staffs
• Ensure proper orientation and induction of new staff
• Conduct regular training and communication sessions for frontline staff to ensure a high standard of service delivery and product knowledge
• Ensure frontline staffs are well versed with various hospital services, customer service standard, workflows and financial counselling processes
• Ensure adherence to both organization and department policies and regulations
• Actively engaged in monitoring the discipline and conduct of all PSAs and PSCs
• Identify and develop staff with high potential
• Leadership and Motivation
• Proactive role in identifying gaps and proposed change with respective stakeholders to smoothen existing workflow
• Champion change and is able to present ideas convincingly to generate acceptance from others.
• Be the bridge between the management and frontline staffs, when communicating issues and policy changes
• Project Management
• Lead projects and make recommendation for improvement.
• Actively identify and carry out process improvement for areas directly involved e.g. kaizen, WOW initiatives.
• Perform secretariat duties when assigned
• Other Assignments
• Participate in corporate events whenever necessary
• Motivate and encourage staff participation in community outreach programmes, etc.
• Support Emergency Planning activities e.g. Civil Emergency, Pandemic Outbreak
• Undertake any duties/ projects assigned by the Manager/ HOD.