Senior Manager, Community Referral Team
1 week ago
Responsibilities
- Oversee and manage the day-to-day operations of the AIC Link counter and Referral Team, ensuring that all processes are executed efficiently and meet service quality standards.
- Establish Standard Operating Procedures (SOPs) for AIC Link and referral work processes.
- Ensure a high level of client satisfaction by managing the teams' response to client inquiries, addressing escalated or challenging cases, and resolving public relations matters.
- Oversee service recovery efforts and thoroughly investigate, report, and respond to complaints.
- Work closely with other departments and stakeholders (including hospital, service providers and community care partners) to align operations with overall company strategy and objectives.
- Participate in outreach activities, roadshows, or publicity events as appropriate to educate stakeholders (including clients, families and caregivers) about the role of AIC, services, available schemes and grants.
- Track Key Performance Indicators (KPIs) to assess team performance and implement strategies to meet and exceed targets.
- Prepare and present regular reports on team performance, operational issues, and improvement initiatives to senior management.
- Responsible for managing the team, including training and competency development, performance management, team development, staff welfare, disciplinary actions and regular engagement with staff.
- Manager stations at hospital: Ensure the operations adhere to hospital standards e.g. infection control, JCI accreditation, Basic Cardiac Life Support (BCLS), fire drill, vaccinations, security protocol, Personal Data Protection Act (PDPA).
Requirements
- Professional qualification in Nursing or Allied Health disciplines relevant to the role.
- Minimum of 10 years of experience in healthcare and operations management, with at least 3 years in a managerial capacity.
- Knowledge of geriatrics, client assessment, community services and financial schemes and grants will be in advantage.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Excellent problem-solving abilities and attention to detail.
- Strong interpersonal, communication and organizational skills
- Candidate with fewer years of experience may be considered for the Manager position.
Microsoft Office
Healthcare
Team Development
Operations Management
Service Recovery
Protocol
PowerPoint
Public Relations
Grants
Attention to Detail
Nursing
Excel
Performance Management
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