Assistant Manager, Home Care, Operations

**About Us**:
**NTUC Health Co-operative Limited (NTUC Health)** is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on more than five decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. We also offer other services for seniors such as active ageing centres, community support for vulnerable seniors, and a sheltered senior group home. In addition, we run a chain of dental clinics, and a family medicine clinic

**NTUC Health Co-operative Limited (NTUC Health)** is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on more than four decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. It also offers other services for seniors such as an active ageing hub, senior activity centres, community support for vulnerable seniors, and a sheltered/senior group home. In addition, it runs a chain of dental clinics, and a family medicine clinic.

In this role, you would be responsible for leading and managing frontline operations of the Home Care department, particularly in the area of optimising manpower and provision of quality customer service and care. You would be working closely with internal stakeholders in the execution and revision of operations policies.

To foster the integration of social and health care needs of the client, you would be required to engage relevant external stakeholders such as social and health partners to develop pilots, and process mapping of client journeys.

**Service Coordination**
- Coordinate services requested by new clients. Maintain proper documentation in the systems and ensure hard copy filings are completed in a timely manner
- Conduct regular home visits to build rapport and engage clients and their caregivers
- Follow up with clients via regular phone calls to engage and gather feedback on our services
- Collaborate with other social and health partners to recommend care programs according to the client’s needs.
- Monitor Module E Client Onboarding technology during office hours
- Counsel and educate caregivers on providing appropriate care and support to clients at home.
- Arrange for a reassessment of care plans with clients on a 6-monthly basis to determine if the client requires continuous service
- Work closely with Operations and Nurse Manager on discharging clients from the service

**Manpower Deployment for Frontline Operations**
- Responsible for the recruitment of care staff and development of a robust onboarding training programme
- Provide supervision to care staff by providing timely and regular supervision, coaching on their service delivery to clients
- Work closely with the nursing team on their skills competency to ensure the service quality outcome rendered to clients is met
- Support home personal care services and assist them with clients’ daily activities of living on an ad hoc basis

**Quality Care**
- Establish and evaluate processes and policies to ensure the smooth delivery of services in accordance with MOH guidelines
- Ensure client satisfaction delivery through constant evaluations of areas of gaps to implement changes to ensure client satisfaction is maintained at 90%
- Participate in family conferences, case discussions on cases with complex needs
- Prepare incident reports and review to continuously improve on gaps that can be mitigated

**Community Partnership and Engagement**
- Engage and established local partners from social and healthcare sectors to support NTUC Health clients
- Develop and pilot workflows to support ground-up initiatives

**Communications**
- Coordinate and communicate with internal support functions such as IT, HR and Finance, and external stakeholders to ensure smooth operations of Home Care services
- Deliver consistently good customer service including inquiries, and complaints at all times
- Advise and promote the value of our NTUC Health services to the customers

**Key Performance Indicators (KPIs)**
- Conduct regular outreach on a fortnightly basis to connect and reach out to the residents
- Enrollment and retention of 60 clients per site
- Ensure staff utilisation is maintained at 90%

**Qualifications**:

- Preferably general degree
- Resourceful in finding information relating to care needs for seniors to share with NOK
- Patient and meticulous to follow up closely with the enquiries
- Good Customer service and communication skills
- Able to communicate fluently in English and a Second Language would be an advantage
- Knowledge of social and healthcare sectors would be an advantage

**Other Information**:

- Familiar with Google