(Senior) Executive - Otolaryngology Head & Neck Surgery (ENT)

Job Purpose:

The Executive / Senior Executive will be responsible for the management of assigned clinical service(s) across the continuum of care, and achieving stated outcomes in customer service, volume & financial targets, processes and learning & growth perspectives.

Primary Responsibilities:

• Operations
  • Manage service point operations assigned.
  • Primary responsibility is for daily operations of these service points, including front counter services, administrative, and operational matters, and partnering the Clinic/Nurse Manager and doctors to solve system and process issues.
  • Work with other department managers to ensure a positive experience for patients along the continuum of care.
  • Responsible for ensuring that facilities are patient-friendly, safe and clean.

• Customer Service
  • Responsible for achieving customer satisfaction targets in partnership with the Reporting Officer.
  • Responsible for devising innovative ways to continually improve service levels.

• Business Management
  • ​​​​​​​​​​​​​​Responsible for achieving the volume and financial targets for the clinical services assigned, and be responsible for developing and carrying out business plans in conjunction with the clinical heads of departments/divisions to ensure that goals are reached.
  • Scope of business management includes annual financial budgeting and regular reviews with clinical heads of departments/divisions, and development of new services.
  • Responsible in procuring and management of logistics needs for business.

• Staff Management
  • Manage a group of non-nursing staff providing customer services in service points, jointly with Clinic/Nurse Manager and conduct appraisals for these staff with inputs from the Clinic/Nurse Manager.
  • Responsible for ensuring that non-nursing staff receive appropriate induction, orientation and training so that they possess appropriate skills and knowledge to carry out their jobs.
  • Responsible for staff recruitment and retention to achieve a stable, skilled and motivated team, in partnership with the Clinic/Nurse Manager.

• Communication
  • ​​​​​​​Responsible for communication between staff and leadership of the hospital.  He/ She should ensure timely dissemination of information, escalation of issues, recommendation and implementation of solutions to problems.
  • Organise and support the Department’s events and activities as well as help manage the department’s corporate contents on the website and social media.
  • Be the point of contact and work with NUH Corporate Communications on internal and external communications channels (including collateral development and production), media monitoring and management.

Secondary Responsibilities:

• DIsseminate and implement hospital's policies & procedures.
• ​​​​​​​Ensure Policy & Procedures are current.
• Perform any other duties as assigned by supervisor.​​​​​​​

​​​​​​​​​​​​​​Job Requirements:

• Skills and Knowledge
  • Analytical and with good communication skills (written & spoken).
  • Be computer literate in Microsoft Word / Excel.
  • Problem-based learning.

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• Personal Traits
  • Positive, motivated and able to perform under pressure.
  • Has initiative and able to work independently.
  • Service-oriented and customer-focused.

• Educational Qualifications
  • Basic degree from a recognised institution.