Job Description

You will be part of the Service & Operations team, with the main responsibility to lead and manage clinic operations across NUP polyclinics in the western region of Singapore. As senior leader and above all a people manager, you will be responsible for the overall manpower planning, training & development of all staff reporting to the department.In support of NUP Care Model and national initiatives such as Healthier SG, AgeWell SG, Social Prescribing, including NUHS\' efforts in community outreach and health & social interventions, you will play an active role in driving process/workflow enhancements, digital adoption, key performance indices, and supporting workforce transformation to continually uplift and upskill our staff to meet the future healthcare demands.To ensure consistent patient experience, high operational efficiency and compliance to internal/external governance, you are expected to review and strengthen policies/work instructions to enable staff to carry out their job functions effectively and efficiently. As NUP grows in capacity to meet patient demands, you will participate in the planning and operationalisation of new and redeveloped polyclinics, from staff hiring, equipment/system procurement, workflow formulation, nesting operations, to testing and commissioning.You are also expected to take on the role of a mentor to your subordinates in their career and personal growth with the company.Job Responsibilities*

• Lead, mentor and oversee Operations Managers, Operations Executives, Care Coordinators, Patient Service Associates, Patient Care Associates for existing, new and redeveloped polyclinics.
• Provide guidance and oversight of daily clinic operations, patient feedback management and staff performance to ensure seamless operations and experience for NUP patients across service touchpoints.
• Lead and drive continuous improvements for Manpower Planning, Training & Development (MPTD) workgroup and collaborate with internal/external stakeholders to achieve department workplan outputs and outcomes
• Develop and implement strategic and tactical plans to improve staff skillset/competency levels, retention rate, staff satisfaction and engagement score.
• Drive and exceed department KPI in self-help and self-care initiatives aimed at improving the health & social outcomes of NUP patients/residents, leading to higher patient activation and empowerment.
• Responsible for the outcomes/key performance indices of the MPTD workgroup, Service & Operations department/NUP workplan.

• Degree in any discipline.

• At least 10-12 years of relevant experience in managerial and supervisory role, preferably in healthcare sector and/or operations management.
• Strong communication and interpersonal skills to effectively engage both internal and external stakeholders.
• Adaptable and be able to multi-task and work well independently and in a team.
• Excellent planning, analytical and quantitative skills.
• Strong people skills with the ability to engage and work with all levels of staff across functional areas.
• Possess strategic thinking, project management and change management skillsets and experience.

National University Health System