Senior/Assistant Manager, Patient Access (Resource Management)

1. Operation Management

• Manage day-to-day operational, administrative functions and activities of Resource Management unit.

• Ensure efficient manpower distribution and all resource requests are attended to in a timely and appropriate manner.

• Work closely with stakeholders on the request and modification of existing clinic resources to ensure efficient and effective delivery of outpatient services at the clinics.

• Provide support in the review of clinic resource setups to ensure efficient utilisation of clinic sessions and rooms.

• Provide support in the set-up of new clinic resource in a timely manner.

• Assist to ensure appropriate creation of service provider in OAS to meet audit requirements.

• Ensure appropriate workflows are in place and staffs are competent to handle requests when new or revised policies are implemented.

2. Reporting and Data Analytics

• Perform analysis to the demand & supply of the clinic resources to ensure resources are optimised and reduce wastages.

• Supports HOD in the preparation of management reporting and project presentation.

• Perform audit and monitoring of appointments data to ensure appropriate utilisation of appointment slots.

• Review and streamline clinic resources to enhance efficiency and achieve load balancing of the clinic

• Perform analysis of data pertaining to Resource Management and patient access; provide recommendation to streamline work processes.

3. Performance Management and Process Improvement

• Continuously review, identify, develop, initiate, implement effective internal and external Quality Assurance (QA) programs, initiatives and technology, fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.

• Review, develop, and enforce departmental policies, procedures, guidelines, work instruction and training manuals.

• Oversees implementation of new or change in system and workflows.

• Review and streamline processes, with engagement of various stakeholders, to enhance operation efficiency and patient experience.

• Propose innovative solutioning for work and system process to optimize resource utilization and enhance patient experience.

4. Financial/Cost Management

• Review and project operating budget required on annual basis using data.

• Support the financial processes within the department and ensure adherence to corporate financial guidelines.

• Monitor the utilisation of approved budget.

• Responsible for the proper usage and regular maintenance of resources (eg, IT and equipment assets, etc).

• Maximize resource utilization (eg, office supplies, assets assigned to the dept, phone bills, etc).

5. Staff Management

• Oversee recruitment, induction/ orientation, training, appraisal, developmental coaching/ counselling, career development and wellbeing of staff.

• Review manpower requirements and ensure optimization of manpower resources.

• Facilitate staff’s annual learning and individual development career and training plans.

• Plan, coordinate, and conduct in-house training for new and current staff, where necessary.

• Conduct performance reviews and feedback for staff under his/her direct supervision.

6. Project Management

• Provide support in the implementation of new initiatives and projects planning in the department.

• Participate in the development of innovative techniques to enhance work processes.

• Liaise and communicate effectively with the different stakeholders on the project timeline and schedule.

• Prepare reports and utilise analytics to evaluate the project’s effectiveness and ascertain room for improvements.

• Monitor the expense account for the projects and ensure that they fall within the allocated budget for the projects.

• Handle any duties assigned by supervisor and HOD

Job Requirements:

• Degree in any discipline with at least 3-5 years work experience, preferably in healthcare with supervisory experience

• Critical thinker and self-directed.

• Service-oriented with strong analytical and interpersonal skills

• Good time management and ability to multi-task

• Driven and independent worker who is able to manage priorities

• Possess strong coordination, communication skills and a team-player capable of working with various stakeholders

• Computer literacy skills in MS Office (Word/Excel/PowerPoint)