Senior/Assistant Manager, Service Operations

Ensure the smooth operation of Patient Services, as well as ensuring the unit’s KPI are met by carrying out the following core responsibilities:

• Develop, update, and conduct competency assessments, audits, and table-top exercises.

• Ensure adequate and efficient manpower distribution for smooth frontline and backend operations.

• Ensure patients have good experiences at the Patient Services Associate counters by identifying service experience gaps and implementing effective solutions proactively.

• Responsible for ensuring that all service recovery issues, and patients’ enquiries and feedback are managed professionally and investigating causes of discrepancies and complaints to ensure resolution and closure.

• Monitor various performance or project indicators by building operational dashboards and presenting insights on operational opportunities and threats.

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