Operations Manager

Healthcare Administration

Accountable for the maintenance and renewal of pertinent licences governed by the regulatory bodies

Ensure all operations are fully compliant with internal SOPs, MOH regulations and statutory requirements

Lead the clinic's adherence to the Personal Data Protection Act (PDPA), overseeing confidentiality protocols

Oversee inventory management for medical supplies, medication and consumables, oversee procurement workflow and vendor relationships

Responsible for engaging with external vendors and sponsors to coordinate educational grants, facilitate communication regarding contracts and agreements between the company and external stakeholders

Serve as the key liaison with GP, TPAs, insurance companies and medical concierge services, facilitating collaboration and partnerships and implement work processes

Responsible for initiating lease negotiations, coordinating with relevant stakeholders and ensuring all legal requirements are met for smooth tenancy management

Lead discussions and coordinate with relevant stakeholders for road-mapping clinic development

Track and analyze key operational KPI, compile relevant data and presentation slides to present monthly and quarterly operations updates to the board of directors

Clinic Operations Management

Ensure the effective implementation of clinic policies, procedures and standard operating protocols

Provide leadership and partner closely with the clinic managers, fostering a positive and collaborative work environment. Assist in conducting regular performance evaluations, provide feedback

Collaborate with other departments, including technical and administrative teams, to enhance communication and coordination of care

Foster effective communication between staff and management, ensuring timely updates, escalation of issues and practical solutions

Develop and monitor the achievement of clinic goals and performance indicators (financial, quality and operational)

Identify and implement process improvement initiatives to enhance service delivery and patient experience

Manage patient feedback and complaints promptly and professionally to uphold service standards

Lead service recovery efforts and implement preventive measures to improve patient satisfaction

Serve as the key liaison with external stakeholders including regulatory bodies, vendors and contractors

Marketing and Branding

Develop and maintain the clinic's website and social media platforms

Track digital performance and optimize campaigns for cost-effective lead generation

Develop and implement the annual marketing plan and budget with the Marketing Director, to align with clinic growth objectives and company goals

Maintain and expand GP referral networks through CME talks, educational events and regular engagement

Support outreach to overseas patients through regional medical concierges

Coordinate media opportunities, including magazine features, press releases and interviews with our Cardiologists

Monitor patient feedback and market trends, analyze patient referral data to identify growth opportunities and leakages

Provide monthly marketing and business development reports to management

Liaise with Marketing Director and other stakeholders to produce brochures and patient education materials

Requirements

Degree in Healthcare Administration, Business Management or related fields

Minimum 3 years of experience in healthcare operations in a managerial capacity

Deep understanding of healthcare workflow, operational practices and regulatory frameworks

Strong communications, conflict resolution and stakeholder management skills

Proficiency in digital marketing, data driven mindset with strong analytical and reporting capabilities

Able to anticipate, identify issues and resolve challenges proactively