Job Description

Senior Executive/Assistant Manager - Telehealth Service
Drive NHG Health's Virtual Care Service
NHG Health is seeking dynamic professionals to spearhead our virtual care centre operations as we transform healthcare delivery for NHG residents. Join us in pioneering the future of virtual care through cutting-edge technology, innovative solutions, and strategic operational excellence.
Role Overview: Lead planning and operations of virtual care services while contributing to population health transformation initiatives. This role combines strategic thinking with hands-on operational management, coordinating workflows, managing stakeholders, and implementing AI solutions to enhance patient experience.
Key Responsibilities:
Virtual Care Transformation Leadership:

• Drive operational rollout of Enhanced Community Health Posts with integrated virtual care services

• Lead planning and implementation of our pioneering Virtual Care Centre

• Develop and coordinate comprehensive workflows for virtual care operations

• Facilitate evaluation and quality improvement initiatives for enhanced service delivery outcomes

Operational Excellence Management:

• Monitor virtual care operations to ensure optimal efficiency and quality standards

• Coordinate seamless operations across multiple virtual care service streams

• Address operational issues and escalations promptly whilst implementing process improvements

• Ensure strict compliance with clinical safety and operational standards

Technology Innovation Implementation:

• Lead implementation of AI solutions for virtual care and call centre operations

• Manage advanced Chatbot and Voicebot systems for enhanced patient/resident interaction

• Coordinate technology integration with existing healthcare systems for unified patient experiences

• Evaluate and revise virtual care models and processes based on feedback and performance data

Quality Assurance and Strategic Reporting:

• Implement robust quality assurance protocols for patient and resident service standards

• Analyse performance data to identify improvement opportunities and drive strategic decisions

• Conduct regular quality audits on call recordings and patient interactions

Change Management and Professional Development:

• Identify learning needs and develop targeted training programmes to enhance team capabilities

• Support adoption of new technologies and processes throughout the organisation

• Mentor junior staff and contribute to professional development activities

Essential Requirements:

• Degree in any discipline (healthcare sector experience preferred)

• Minimum 2 years relevant experience in virtual care, healthcare operations, or call centre management preferred

• Strong understanding of virtual care platforms and healthcare delivery systems

• Proven experience in stakeholder management and operational coordination

• Familiarity with healthcare technology and AI applications

• Demonstrated ability in data analysis, performance reporting, and change management

• Knowledge of healthcare regulations and compliance requirements

Key Competencies:

• Exceptional communication and coordination skills with stakeholder management experience

• Detail-oriented approach with strong organisational and analytical abilities

• Strategic problem-solving skills with operational focus and implementation capability

• Adaptability in managing multiple complex projects simultaneously

• Proven ability to thrive in dynamic healthcare environments

What We Offer:

• Direct involvement in implementing most comprehensive virtual care initiative and AI healthcare solutions

• Meaningful impact on population health outcomes for NHG residents

• Professional development in emerging healthcare technologies and digital transformation

• Collaborative environment with healthcare innovation pioneers

Join our mission to make quality healthcare accessible anytime, anywhere, build NHG Health's most advanced virtual care ecosystem that truly serves our community's needs.
Applications welcome from both internal NHG staff and external candidates.

Skills Required