Senior Care Coordinator, R.I.C.E. Comm Care (1-year contract)

Overview and purpose of the position

The Senior Care Manager is responsible in ensuring operational needs and service standards at his/her assigned service support area are well managed.

Supports the Principal Care Manager and HOD to oversee the collaboration with internal and external stakeholders, such as community service providers, government agencies, and multidisciplinary healthcare teams to constantly review and improve the coordination and continuity of patient care across the healthcare continuum relevant to his/her support area.

Provides clinical supervision to Care Manager and Care Manager Associate. Ensures that all staff aligns with department’s philosophy - advocates for, supports, and provides holistic, continuous, individualized, and coordinated care to patients and their caregivers, helping them to cope within their community and improve their quality of life.

Secondary Responsibilities

• Provides clinical supervision to Care Managers and Care Manager Associates.
• Support VCC expansion plans and attend meetings with internal and external stakeholders.
• Ensure that workflows for new and existing services are review, optimized and streamlined.
• Plan and lead activities that contribute towards the improvement of residents’ care, including professional development sessions to develop relevant areas of knowledge, skills, and attitudes.
• Lead and/or support community events organized by Alexandra Hospital or partners within Queenstown community.
• Contribute and participate in department’s project work.
• Contribute learning and sharing post conference at department’s huddle sessions.
• Any other duties as assigned by Reporting Officer.

Related Performance Indicators

• Contributes effectively to VCC expansion plans by taking part in meetings with external and internal stakeholders. 
• Ensures that the team achieves a high customer satisfaction score.
• Monitors call volumes per agent to assess workload and capacity needs.
• Monitors and reports average waiting time for calls, total call volumes and number of feedback surveys sent monthly.
• Accuracy of tele-triaging (based on VCC’s triage tiering)  and timely advice for urgent cases to contact 995.
• Facilitates ongoing clinical training with the VCC Nursing team.
• Ensures that the agents adhere to the following KPIs:
• To attend to a minimum of 80 calls per month
• To achieve 90% accuracy in the completion of CRM forms for all medical-related calls on a weekly basis.
• Ensure that at least 95% of all medical related calls receive a post-call survey within 48 working hours
• Successful deployments in the community to perform tasks required
• Successful completion of other relevant assigned duties

Qualification Required and Area of Discipline

• Degree or equivalent professional qualifications in Nursing, Social Work or Allied Health.
• Those with nursing or case management or related field in acute and/or community setting in Singapore is preferred.

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)

• Minimally 8 to 10 years of work experience in healthcare industry; with leadership experiences preferred.
• Knowledge in geriatric care or palliative care, and experience in home medical care and community will be an advantage.
• Strong team-player, with natural ability to interact with healthcare staff and community partners of all levels.
• Organised, analytical, able to fit different pieces of the puzzle together.
• Pleasant disposition, approachable, with strong interpersonal and relational skills.
• Good verbal and written communication skills. Ability to use local languages and dialects will be an advantage, especially coupled with experience interacting with and managing patients and caregivers.
• Independent worker, with strong initiative.
• Comfortable with ambiguity, unchartered territory, enjoy challenges and problem solving.
• Equipped with basic computer skills in MS Words, Excel and PowerPoint.

If the role sounds interesting to you, please contact ‘careers_alexandra@nuhs.edu.sg’ to understand more on the role. Please indicate the position that you are interested in the subject heading.

*Only Singapore Citizens and Singapore Permanent Residents may apply.