Senior Officer, Operations - Western Medicine

Assist the Manager, Operations in overseeing the entire centre operations for a group of centres under the cluster and drive the centre performance in terms of revenue, profit, patient satisfaction and clinical compliance

Job Description: 

• Assist the Manager, Operations in leading Centre ICs in executing company directives in a consistent and prompt manner
• Ensure Centre ICs can deliver the right level of customer service to achieve targeted level of satisfaction, return rate, and referral rate
• Work closely with the Manager and formulate operation plans to achieve the business initiatives
• Support the Manager, Operation in Coach Centre ICs to achieve financial targets for the responsible clusters
• Ensure Centre ICs to adhere to the operational and clinical protocols and conduct regular audit to measure compliance. Guide and support Centre ICs to build the team spirit, strengthen staff engagement and ownership as well as cultivate a strong service mindset
• Review regularly the operation flow to enhance the customer service and to sharpen the Net Promotor Score
• Provide analysis through both quantitative and qualitative measures
• Provide administrative supports to the assigned projects
• Other adhoc assignment as assigned

Job requirements:

• Degree or above in health care management, business administration or operations management.  Nursing background preferred
• Minimum 3 years’ relevant experience in managing service operations for a sizable team
• Exposure in medical service industry or retail operations is preferred
• Self-starter, proficient in written and spoken English and Chinese, Mandarin will be an added advantage
• Strong analytical skills to tackle issues, systematic and methodical in introducing changes, and strong interpersonal skills to influence stakeholders among teams
• Excellence communication skills with both internal and external parties
• Strong leadership skills to implement changes at medical centres