Operations Manager - #1093029

Company Description

Ultimed is a team of healthcare professionals and community partners in Singapore dedicated to delivering seamless and inclusive patient care. We offer innovative medical solutions tailored to meet diverse healthcare needs, empowering patients through personalized care, ethical practices, and continuous innovation.

Role Description:

This is a full-time hybrid role for an Operations Manager at Ultimed. The Operations Manager will be responsible for overseeing daily operations, optimizing processes, managing budgets, and ensuring compliance with regulations. This role will be based in Singapore with flexibility for some remote work.

• Operations Manager will form part of the HQ Company Core Team, with direct reporting to the COO / CMO.
• The Operations Manager will work closely with his/her peers (Financial Controller and Business Development Manager) to provide a consolidated healthcare management service for the company’s network of clinics.
• Main place of work will be at the main office. He/she is however expected to be mobile and rove around to the various locations as part of his / her work requirements to ensure his / her duty (outlined below) is fulfilled.

Business Responsibilities (Centre Set-up).

a. Work with COO / CMO and UC Core team to plan and execute all clinic set-up activities, especially in matters pertaining to (non-exhaustive)

i. Taking part and providing inputs to the COO / CMO and the Board in the conduct of location recce, renovation planning

ii. Assist in ensuring centers are planned with ample space allocation provided for specific clinical activity/emergency considerations;

iii. To ensure that planned layout and set-up will enable clinical operations to occur seamlessly taking into account;

1. Infection Control requirements (disinfection, airflow, ventilation etc),

2. Specimen storage and handling,

3. Cold-Chain management, (Ambient room temperature, Fridge location / UPS ~ Un-interruptible Power Supply)

4. Dispensary allocation (High Alert, Special Handling & Controlled Drugs)

5. Medical Records Office, security & PDPA requirements,

iv. Tracking of development and progress of various clinic settings up based on the Business Plan schedule

v. Ready the relevant composition and number of hires for various centers as per the hiring strategy stated in the Business Plan

vi. MOH HCSA licensing application, inspection and approval

vii. CMS Set-up

viii. Fire & Safety management

b. Be part of contract negotiations with partner labs, biohazard waste companies, drug, and consumable suppliers in matters about operational workflow suited for HBC clinics downstream

c. To assist in On-boarding of clinics into respective relevant Medisave, CHAS, PHPC, TPA panels, PCN and Healthier SG enrolment etc

d. Provide regular reporting (daily, weekly and monthly, on various clinic-operations parameters requested by COO/CMO

e. Ensuring all client contract implementations are executed and billed accurately as required, by way of proper Contract Implementation Form (CIF) usage and training/briefing of clinic staff, maintaining service quality and cost efficiencies

f. Monitor all other matters of each center’s unique locale, service provisions, staff composition, and clientele – incorporating the necessary resources to resolve matters efficiently, raising to higher management wherever required

g. Work with COO / CMO in the planning of a BCP including the execution of required table-top exercises, scenario planning, and drills

Day-to-day Operations

a. Ensure that all Centres are operationally ready at the start of the day in terms of adequate manpower (including Doctors), sufficient medication and consumables, and other resources integral to clinic operations

b. Be the consolidated approver for all clinic-level orders for COG’s and other required ad hoc special orders, before final approval from the COO / CMO

c. Be the main approver for UHC Clinic Staff Leave application, working with the Area / Clinic Manager and Supervisors to maintain a robust roster for Doctors & other clinic staff

d. Be a co-approver alongside the Financial Controller in the approval of additional work allowance (Overtime work), locum claims (Doctors and other clinic staff), claims from staff, ad hoc CAPEX purchases, before final approval from COO / CMO.

e. Be the Process owner and conjure the necessary SOP (non-exhaustive) for the following operational day-to-day activity to ensure standardization across the whole business/centers – working with the Clinic Managers in

i. New hire onboarding & training

ii. CMS set-up

iii. Clinical service matters (feedback, complaints, incident reports, service recovery)

iv. Clinic-level financials (accurate billing/claims),

v. Supply and inventory management (drugs and consumables),

vi. Biohazard waste management

vii. Legislative requirements (license application & renewals)

viii. Infection control standards/disinfection protocols

ix. Clinic IT-downtime protocol

x. Equipment servicing and preventive maintenance

xi. Staff P-File Management (working with HR)

f. Work with the Clinic Manager to ensure day-to-day employee standards, compliance and discipline is maintained

g. Hold regular meetings and briefings with Area / Clinic Managers / Clinic Supervisors to review all operational issues including clinic and staff performance, urgent matters for rectification, feedback from staff, etc

G. To dutifully execute and complete all other tasks assigned by COO / CMO as per business requirements

Qualifications

• Operations Management, Process Optimization, and Budget Management skills
• Regulatory Compliance knowledge
• Strong leadership and organizational skills
• Excellent problem-solving and decision-making abilities
• Effective communication and interpersonal skills
• Past experience in the healthcare industry with a similar role
• Familiar with clinic setup, operating systems, TPA claims submission
• Familiar with SOP, processes and quality improvement matrices.

The ideal candidate will have an ability to create and maintain an efficient system of operation to support the business needs. The candidate should be comfortable multitasking and working cross-functionally with different business units. The ideal candidate will have previous experience in related fields. 

Qualifications

• 3+ years of experience in a similar role
• Proficiency with Microsoft Office
• Strong organizational and communication skills
• Strong ability to multitask
• Comfort working with multiple groups within business