Operations Executive / Cluster Leader

Company Description HMI OneCare Clinic, part of HMI Medical, is a leading General Practitioner (GP) clinic chain in Singapore established in 2013 by experienced doctors. With over 35 clinic locations islandwide, the clinic provides comprehensive primary healthcare services, including acute consultations, minor procedures, statutory check-ups, health screenings, and vaccinations. Guided by the core values of Compassion, Competence, and Collaboration, HMI OneCare Clinic is dedicated to delivering accessible and quality healthcare. The team consists of more than 200 committed professionals, including clinic assistants, nurses, doctors, and administrative staff, striving to make a difference in healthcare delivery. • Operations Executive Responsibilities: Clinic Operations Management • Oversee and support daily clinic operations to ensure efficient patient flow and service delivery. • Implement and monitor clinic workflows, SOPs, and operational processes to ensure accuracy and efficiency. • Demonstrate strong organisational skills in managing multiple tasks, priorities, and timelines effectively. Staff Coordination & Support • Work closely with clinic staff / Referral Centre and Call Centre to ensure seamless coordination of appointments and patient services. • Provide guidance, support, and constructive feedback to staff to support performance and development. • Foster a positive, collaborative, and high-performing work environment through effective teamwork and communication. • Communicate clearly and professionally with team members and stakeholders to achieve shared goals. Quality Assurance & Regulatory Compliance • Ensure compliance with MOH regulations, clinic licensing requirements, and patient confidentiality standards. • Demonstrate familiarity with healthcare compliance requirements and apply them consistently in daily operations. • Monitor adherence to clinical and operational protocols. • Manage patient feedback and escalations from the call centre, with professionalism and accountability. • Conduct regular clinic audits and inspections to uphold quality and safety standards. Data Management & Reporting • Collect, track, and analyse clinic operational data (e.g., patient load, waiting times, service performance). • Prepare and present reports on clinic performance, including audit findings. • Identify trends, gaps, and opportunities for improvement, applying a process-oriented and analytical mindset. Communication & Stakeholder Management • Act as a key liaison between clinic staff, call centre, and external stakeholders (e.g., AIC, vendors). • Ensure clear, timely, and effective communication across all parties. • Collaborate with internal departments and external partners to achieve operational goals and organisational objectives. Problem-Solving & Operational Support • Proactively identify and resolve operational challenges efficiently within tight timelines. • Demonstrate adaptability and flexibility in responding to changing operational needs and priorities. • Make informed decisions and take ownership of issues to ensure timely resolution. • Develop and implement practical solutions to improve workflows and overall clinic efficiency. Additional Responsibilities • Support clinic projects, new clinic setups, or process improvement initiatives. • Perform any other ad-hoc duties as assigned, demonstrating flexibility and a willingness to contribute beyond core responsibilities. 2. Operations Executive (2) Job Description: IT Support & Technical Troubleshooting • Troubleshoot clinic-wide internet connectivity issues and determine whether issues are client-side or provider-side. • Resolve printer connectivity, Wi-Fi issues, usability concerns, basic hardware repairs, and maintenance. • Diagnose software and driver-related issues both remotely and on-site. • Troubleshoot ECG machine issues and escalate to service engineers when required (with prior approval). • Escalate complex technical issues to external vendors when higher-level support is needed. • Maintain and update IT equipment inventory, including tracking movement of devices. • Perform software and driver updates for clinic IT equipment as required. • Manage creation, deactivation, and maintenance of user accounts, including role and access management. Facilities Maintenance & Clinic Upkeep • Oversee minor facility maintenance and repair works (e.g., tightening fixtures, Q-poles, minor adjustments). • Coordinate replacement of clinic signage, operating hour stickers, and doctor information displays. • Arrange replacement of LED down-lights and other minor fixtures. • Conduct site assessments for facility-related issues (e.g., plumbing, sewage, pest control) and determine responsibility (Town Council, MCST, vendor, or clinic). • Purchase minor operational items (e.g., baskets) and basic furniture as needed. Audit & Compliance Monitoring • Conduct quarterly clinic audits to ensure operational and compliance standards ar...