Senior/Assistant Manager, Service Operations

Responsibilities

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, patient’s enquiries and feedback are managed professionally and investigate 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.

Work closely with other units under Service Operations departm...