Assistant Manager/Senior Executive, Care and Call Centre, RHSO
National University Health System
- Singapore
- Permanent
- Full-time
- Support in the implementation of CareHub's functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timeline
- Facilitate collaborative conversations and change management with presentation slides internally and with stakeholders to further develop CareHub's functions and facilitate adoption of new/improved workflows and SOPs
- Support in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHub's standards and KPIs.
- Risk management incorporated in workflows and SOPs
- Ensure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management system
- Data visualization and reporting of CareHub's KPIs and standards to stakeholders and senior management in a concise and timely manner
- Utilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub
- Keep abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners
- Good bachelor's degree in any discipline.
- Preferably with relevant Contact Centre / healthcare and operations related experience
- Have experience with project management and working collaboratively with stakeholders at all levels to successfully deliver outcomes / meet project milestones
- Highly adaptable and responds with resilience when faced with multiple demands, shifting priorities and ambiguity
- Highly independent, self-motivated and collaborative in team setting
- Good analytical and organization skills with attention to details
- Excellent interpersonal, communication, presentation, writing and problem solving skill
- Ability to analyse complex issues, identify and communicate potential solutions to get buy-in
- Ability to interpret data, visualize and derive insights to drive outcomes
- Positive attitude with a customer experience mindset
- Possess Quality improvement (QI) mindset to ensure standards are relevant, maintained and CareHub is constantly innovating to be better
- Proficiency with data visualization / processing and Microsoft suite of applications (eg. Excel, Powerpoint, Word)