Manager, Operations (Day Rehab)

About NTUC Health Co-operative Limited

Our purpose is to achieve health for life enabling healthy and fulfilling years by being a trusted partner of seniors and their families in our community.

For more information, please visit ntuchealth.sg or follow us on Facebook, Instagram, and LinkedIn.

Services: Senior Day Care | Home Care | Nursing Home | Active Ageing and Senior Fitness | Rehabilitation and Physiotherapy | Family Medicine

Community Support: CCMS (Community Case Management Services) | CREST (Community Resource, Engagement and Support Team) | Henderson Home

Job Description

As the Operations Manager for our Day Rehabilitation Centre business units, you will bridge the gap between clinical excellence and robust administrative execution across our Community Rehabilitation and Senior Gym services. You will directly manage daily operations across system/facility maintenance, procurement, and subvention frameworks (SMF/ATF/Medisave), while simultaneously optimizing our patient acquisition funnel through proactive referral and waitlist management. Working closely with the Senior Manager, you will also play a key role in stakeholder engagement, administrative liaison, and the co-creation of new community programs to expand our footprint.

You will be leading both operations and services team in supporting clinical team to:

• Manage the end-to-end referral pipeline from hospitals and polyclinics (hospital-down) and community partners (community-up) optimize conversion rates and resolve bottlenecks to shorten turnaround times
• Execute strategic waitlist protocols to maximize gym and rehabilitation capacity across all business units
• Establish and monitor operational metrics related to customer service, wait times, and administrative touchpoints
• Support the Senior Manager in collaborations with healthcare clusters, social service agencies, and corporate partners, while serving as the primary admin liaison for internal corporate functions and external regulatory bodies (e.g., AIC, MOH)
• Ensure data integrity, robust reporting, and data governance compliance by optimizing operational databases and clinic management systems.
• Oversee facility upkeep, safety, and regulatory compliance for premises and specialized rehabilitation/gym equipment to minimize operational downtime.
• Govern the auditing, submission, and compliance frameworks for healthcare financial assistance schemes (e.g., SMF, ATF, Medisave, and government grants).
• Supporting department with both online and offline process improvements and quality initiatives
• Perform any other duties as assigned by the Head of Department
• Key Deliverables:
• Financial Scheme Compliance Rate
• Referral Conversion Rate and TAT
• Capacity Utilization Rate
• Administrative SLA & Milestone Adherence

Qualifications

You should:

• Possess a Bachelor's Degree in Healthcare Administration, Business Administration, Operations Management, Sports/Exercise Science, or a related field.
• Have a minimum of 3 to 5 years of operations management experience, preferably within the healthcare, step-down care (ILTC), eldercare, or social service sectors.
• Be familiar with AIC (Agency for Integrated Care) guidelines, MOH regulations, and audit requirements for community care providers.
• Hold a proven track record in managing service delivery metrics, including referral tracking, turnaround time (TAT) optimization, and waitlist capacity planning.
• Exhibit excellent interpersonal and communication skills to effectively liaise between internal corporate teams (HR, Finance, IT), clinical teams, and external healthcare clusters or agencies.
• Bring a strong systems-thinking mindset with the ability to identify operational bottlenecks, streamline procurement/facilities maintenance, and co-create new service programs.
• Demonstrate the ability to lead and develop small, high-performing administrative and service team functions.