Executive, Operations

COMPANY DESCRIPTION

NTUC Health Co-operative Limited (NTUC Health) is an NTUC enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on more than four decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. It also offers other services for seniors such as an active ageing hub, senior activity centres, community support for vulnerable seniors, and a sheltered / senior group home. In addition, it runs a chain of dental clinics, and a family medicine clinic.

RESPONSIBILITIES

In this role, you would be responsible for leading and managing the frontline operations of the assigned zone in the Home Care department, particularly in the area of optimising manpower and provision of quality customer service and care. You would be working closely with internal stakeholders in the execution and revision of operations policies.

To foster the integration of social and health care needs of the client, you would be required to engage relevant external stakeholders such as social and health partners to develop pilots, process mapping of client journeys.

You will need to:

Service Coordination

• Oversee the allocation and the management of care coordinators for new and existing home care clients within a designated geographic area, ensuring clients and their next of kin receive appropriate, timely, and high-quality services through coordination.
• Ensure the coordinators follow up timely follow-up with clients and their next of kin to facilitate the onboarding of services, both within and outside the organisation.
• Handle clients and caregivers within the designated geographic area and participate in family conferences and multidisciplinary case discussionswith complex needs.
• Counsel and educate caregivers on providing appropriate care and support to clients at home through appropriate assessment tool(s) and care plan.
• Schedule and coordinate conduct regular home visits within the zone to build rapport and actively engage clients and their caregivers.

Manpower Deployment for Frontline Operations

• Monitor and manage leave to ensure adequate manpower and operations are not compromised to ensure timely care delivery
• Ensure the staff utilization to be maintained at 90%

Recruitment and Retention Manpower Deployment for Frontline Operations

• Responsible for the recruitment of care staff and ensuring all new employees successfully complete the onboarding and training programme.
• Provide supervision to care staff by providing timely and regular supervision, coaching on their service delivery to clients.
• Work closely with nursing team on their care staff skills competencies and care standards to ensure the service quality outcome rendered to clients and caregivers is met

Conducting Assessment Tool(s) and Care Planning

• To perform first-contact, face-to-face, or home-visit assessments to identify health and social vulnerabilities, using standardized tools to ensure accuracy and consistency.
• To formulate care plans based on assessment outcomes, aiming to maximize the functional independence of seniors and enhance their well-being.
• To conduct regular, scheduled re-assessments (e.g., every 6 months) or as required by changing circumstances, to monitor progress.
• To accurately code information using interRAI software, ensuring data quality for clinical decision-making and for the national, anonymized database used for research.
• To coordinate within the zone to implement the comprehensive support required by the clients and caregivers

Care Coordination/ Service Delivery

• Provide support in complex referral management, care coordination, including follow up, service arrangement, and communication to ensure continuity of care for clients and caregivers
• Monitor day to day service delivery, ensuring timely follow up, coordination, and escalation of issues to maintain continuity and quality of care
• Support service recovery efforts for escalated cases, including conducting home visits and coordinating follow up actions where required

Community Partnership and Engagement

• Engage with and establish local partners from social and healthcare sectors to support NTUC Health clients
• Lead and/or Support pilot projects and workflows to support ground up initiatives

Operational Support and New Service/Pilot Development:

• Prepare data
• Monitor quality improvement initiatives to enhance care processes
• Monitor initiatives aimed at driving revenue growth and increasing service utilisation

Secretariat for meetings

• Provide secretariat support for meetings.

Additional responsibilities

• Any other duties as assigned by Manager (Operations)

You should:

• Have at least 3 years of relevant experience in healthcare or community care operations, including strong people management experience in leading teams, managing clients, and coordinating day-to-day operational processes.
• Hold a Bachelor's Degree or a Diploma in Health Science Management, Social Services, or a related discipline.
• Possess strong customer service and communication skills, able to engage effectively with both internal and external stakeholders.
• Be helpful and resourceful, able to provide relevant information on seniors' care needs and guide next-of-kin (NOK) through available support and services.
• Be proficient in Google Workspace and Microsoft Office applications.
• Be fluent in English and at least one additional local language to communicate effectively with elderly clients and their families.
• Be willing to travel to visit clients at home as part of care coordination.

It would be great if you:

• Have knowledge of Singapore's community care and healthcare sector, particularly home care services.
• Have experience in process mapping or workflow improvement, with the ability to identify and implement operational efficiencies.