Programme Manager

Job Detail

In this role, you would be responsible for leading and managing frontline operations of 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 Coordinate services requested by new clients. Maintain proper documentation in the systems and ensure hard copy filings are completed in a timely manner Conduct regular home visits to build rapport and engage clients and their caregivers  Follow up with clients via regular phone calls to engage and gather feedback on our services  Collaborate with other social and health partners to recommend care programs according to client’s needs. Monitor Module E Client Onboarding technology during office hours Counsel and educate caregivers on providing appropriate care and support to clients at home. Arrange for reassessment of care plans with clients on a 6-monthly basis to determine if client requires continuous service Work closely with Operations and Nurse Manager on discharging clients from the service Manpower Deployment for Frontline Operations Responsible for the recruitment of care staff and development of a robust on-boarding 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 skills competency to ensure the service quality outcome rendered to clients is met Support home personal care services and assist them with clients’ daily activities of living on an ad hoc basis  Quality Care Establish and evaluate processes and policies to ensure the smooth delivery of services and in accordance to MOH guidelines  Ensure the client satisfaction delivery through constant evaluations of areas of gaps to implement changes to ensure the client satisfaction is maintained at 90% Participate in family conference, case discussions on cases with complex needs Prepare incident reports and review to continuously improve on gaps that can be mitigated  Community Partnership and Engagement Engage and established local partners from social and healthcare sectors to support NTUC Health clients Develop and pilot workflows to support ground up initiatives  Communications  Coordinate and communicate with internal support functions such as IT, HR and Finance, and external stakeholders to ensure smooth operations of Home Care services Deliver consistently good customer service including inquiries, and complaints at all times  Handle phone and email enquiries of current and prospective customers of NTUC Health Advise and promote the value of our NTUC Health services to the customers Key Performance Indicators (KPIs) Conduct regular outreach on a fortnightly basis to connect and reach out to the residents  Enrollment and retention of 60 clients per site Ensure staff utilisation to be maintained at 90%