Senior Manager / Manager, Patient Service (Healthcare & Medical)

Reporting to the Head of Operations, Patient Services & Operations is responsible for leading and overseeing the patient services function across the clinic network. This role drives operational excellence, service quality, patient experience, workforce capability, and process improvement initiatives to ensure efficient and patient-centric healthcare delivery.

Key Responsibilities

• Lead and manage the Patient Services team, ensuring the delivery of exceptional patient experience and service standards across all touchpoints.
• Oversee the end-to-end patient journey, including registration, appointment scheduling, admissions, financial counselling, billing, cashiering, and discharge processes.
• Develop, review, and implement operational policies, workflows, and standard operating procedures to enhance efficiency, compliance, and service quality.
• Monitor operational KPIs, patient satisfaction metrics, service standards, and productivity indicators, implementing corrective actions and improvement initiatives where required.
• Drive continuous improvement projects to optimize patient flow, resource utilization, and operational effectiveness.
• Partner closely with clinical, finance, and corporate support teams to ensure seamless coordination of services and achievement of organizational objectives.
• Handle complex patient feedback, service recovery cases, and escalated operational matters in a professional and timely manner.
• Lead manpower planning, workforce development, staff engagement, succession planning, and performance management initiatives.
• Ensure compliance with regulatory requirements, organizational policies, patient confidentiality standards, and quality management frameworks.
• Support strategic planning, business growth initiatives, digital transformation projects, and new service implementations.
• Prepare and present operational reports, management updates, and performance analyses to senior leadership.
• Manage departmental budgets, resource planning, and operational expenditures to ensure cost effectiveness and sustainability.

Requirements

• Degree in Healthcare Management, Healthcare Administration, Business Administration, Hospitality Management, or a related discipline.
• Minimum 8-12 years of relevant experience in healthcare operations, patient services, customer experience, or clinic management, with at least 3-5 years in a leadership capacity.
• Proven track record in managing healthcare operations, patient experience, service delivery, and operational improvement initiatives.
• Strong leadership, stakeholder management, and people development capabilities.
• Demonstrated ability to drive change management, process optimization, and service excellence initiatives.
• Strong analytical, problem-solving, and decision-making skills with a data-driven approach.
• Excellent interpersonal, communication, and presentation skills.
• Experience in private healthcare, specialist clinics, hospitals, or diagnostic imaging centres will be highly advantageous.
• Ability to communicate effectively with Mandarin-speaking patients and stakeholders will be an advantage.

Preferred for Senior Manager Level

• Experience overseeing multiple clinics, service locations, or operational functions.
• Track record in leading large-scale operational transformation, service excellence, or patient experience initiatives.
• Experience in budgeting, business planning, and strategic operational management.
• Strong understanding of healthcare regulations, quality assurance frameworks, and patient service best practices within Singapore's healthcare sector.

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