Assistant Manager, Patient Experience and System Design

Nestled in the heart of Tengah Forest Town, the new Tengah General and Community Hospital (TGCH) will be an exciting and innovative health campus with a comprehensive range of clinical specialties and healthcare services including emergency, inpatient, rehabilitative and outpatient specialist care.

As part of National University Health System (NUHS) cluster, this state-of-the-art facility is slated to be ready by early 2030s.

Intricately connected with the surrounding community, TGCH offers you the opportunity to create a healthcare facility of the future, tightly integrated with the residents and nature. As a people-focused organisation, we believe in respect and recognition. By harnessing the passion and strength of our team and putting them at the core of our culture, we create a nurturing environment to excel and deliver fulfilling care.

Be part of our groundbreaking team to bring our vision to life – a hospital in a forest, and a healing oasis within the hospital.

Join #TeamTengah #GrowWithUs #TGCH #TGCHFamily

Assistant Manager, Patient Experience and System Design

(Tengah General and Community Hospital)

The role supports the Patient Experience Office (PEO) at TGCH by enabling the design, testing, validation, and readiness of end-to-end patient journeys across the care continuum during the planning and nesting phase of TGCH. Working closely with Clinical Operations, Service Operations, Nursing, Pharmacy and other important stakeholders, the role translates patient-centered design and operating assumptions into practical, executable workflows. The role also provides hands-on coordination and enablement support for PEO activities, including simulations, patient engagement sessions, PFAC participation and related administrative, procurement, and claims processes, to ensure timely execution and organizational readiness.

This role offers a unique opportunity to work at the intersection of patient experience, service operations, clinical workflows, and system design — translating ideas into practical, executable workflows as the hospital moves through its planning and nesting phase.

Job Description:

• Map, design, and document end-to-end patient journeys from pre arrival through inpatient stay, discharge, and transition across care settings.
• Plan, coordinate, and conduct simulations, tabletop exercises, and dry runs to test workflows, identify failure points, and assess operational readiness prior to go-live.
• Identify, track, and support mitigation of patient experience and service delivery risks arising from automation, handoffs, fragmented ownership, or misaligned workflows.
• Work closely with Service Operations, Nursing, Clinical teams, Pharmacy, and Digital teams to ensure workflows are practical, aligned, and executable on the ground.
• Partner Pharmacy teams to ensure medication workflows (ordering, reconciliation, dispensing, counselling) are aligned with patient flow, discharge timing, and post discharge continuity.
• Align workflow and journey design with Healthcare Workforce of the Future (HWF) role models, staffing assumptions, and task delegation across professional groups.
• Support PFAC@TGCH engagement by coordinating co design sessions, validation workshops, patient focus groups, and feedback activities to inform and test patient journeys.
• Facilitate PFAC participation, including:
  • Scheduling meetings and engagement sessions,
  • Supporting attendance logistics,
  • Processing claims, reimbursements, and related documentation in accordance with organisational policies.
• Coordinate procurement related and administrative matters required to support PEO initiatives, including submission tracking, claims processing, and liaison with relevant finance or procurement teams.
• Support the organisation and execution of patient feedback activities, such as focus groups, engagement sessions, or targeted feedback events, and consolidate insights for PEO and stakeholders.
• Document validated workflows, assumptions, risks, mitigation actions, and readiness materials to support training, governance reviews, and leadership decision making.

Job Requirements: 

• Bachelor’s degree in Healthcare Management, Business, Industrial Engineering, Public Health, Service Design or a related field.
• At least 3 years of relevant working experience, preferably in business process improvement, quality improvement, system design, or healthcare operations.
• Ability to work in a fast paced and dynamic work environment, quick thinker and an effective problem solver.
• Ability to prioritise workload, be well organised and multi-task in a smart and timely fashion.
• Possess strong analytical, communication, written and presentation skills.
• Team-oriented with a high degree of initiative and independence.
• Strong interpersonal skills with the ability to build positive relations with different stakeholders.
• Proactive attitude and determination to ensure required outcomes are achieved and takes responsibility.
• Proficient in Microsoft Office applications and modern tools (AI-enabled or otherwise) for process mapping and workflow design.

This position is under one-year contractual basis, convertible to permanent employment, subject to performance.