Job Description
Are you a dynamic leader with a passion for healthcare operations and service excellence? The Singapore National Eye Centre (SNEC), a premier academic medical centre dedicated to fighting blindness and restoring sight, is seeking an accomplished professional to join our team as Senior/Assistant Manager, Service Operations.
In this critical role, you will be an integral member of the SNEC patient service operations, directly responsible for ensuring a smooth, seamless, and patient-centric experience across our specialist clinics. You will oversee complex operational workflows, drive process improvements, implement service standards, and manage a dedicated team of administrative and clinical support staff.
Your leadership will directly impact patient satisfaction, clinic efficiency, and resource optimization. You will work closely with clinicians, nurses, finance, and IT departments to streamline appointment systems, manage waiting times, and enhance the overall patient journey from registration to discharge.
At SNEC, we are committed to innovation and excellence. You will have the opportunity to lead transformative projects, implement digital health solutions, and contribute to ongoing efforts to enhance our position as a regional referral centre for ophthalmology. We foster a collaborative culture where your expertise is valued, and your contributions have a direct impact on community health.
If you thrive in a fast-paced, results-oriented environment and possess a strong background in service operations management within a healthcare or similar high-intensity service setting, we invite you to contribute to our vision of being an international leader in ophthalmology.
Responsibilities
- Oversee and manage the daily operations of outpatient clinics to ensure efficient patient flow and high-quality service delivery.
- Develop, review, and implement operational policies and procedures to enhance patient experience and clinical productivity.
- Lead, mentor, and motivate a team of administrative and operational staff, fostering a culture of continuous improvement and excellence.
- Analyse operational data and patient feedback to identify trends, bottlenecks, and areas for process improvement.
- Manage resource allocation, including manpower scheduling, inventory management, and budget planning for the service operations unit.
- Collaborate with clinical departments to coordinate patient care pathways and ensure seamless integration of support services.
- Oversee the management of patient feedback and complaints, ensuring timely resolution and systemic improvements.
- Support strategic projects and initiatives related to service transformation, digitalization, and operational efficiency.
Qualifications
- Degree in Business Administration, Healthcare Management, or a related field from a recognized university.
- Minimum 3-5 years of relevant experience in service operations, preferably in a healthcare setting (hospital, specialist centre, or medical group).
- Proven experience in managing teams and driving operational excellence.
- Strong analytical and problem-solving skills with proficiency in data analysis tools (e.g., Excel, Power BI).
- Excellent interpersonal, communication, and stakeholder management skills.
- Knowledge of healthcare regulations (e.g., MOH standards) and patient safety protocols is highly advantageous.
- Ability to thrive in a dynamic and complex environment with strong organizational and leadership capabilities.
- Customer-centric mindset with a track record of improving patient satisfaction scores.