The Assistant Manager/Senior Executive of Virtual Care Centre (VCC) will support the NHG Health VCC’s daily operations while driving strategic expansion of NHG Health’s digital healthcare capabilities to position NHG Health as a market leader in virtual care. This role combines operational excellence with innovation, requiring the holder to optimise care delivery processes, develop initiatives that improves both operational efficiencies and patient outcomes, implement new digital solutions, manage virtual care workflows across multiple digital platforms and ensuring consistent service quality and seamless resident experience.

This role requires strong stakeholder engagement and project management skills and strong analytical skills to translate data into actionable strategies and adaptability to rapidly evolving digital technologies.

Responsibility 

Daily Operations and Coordination

• Support the day-to-day operations of all virtual care services
• Gather stakeholder and patient feedback to inform of service and experience improvement
• Monitor performance metrics related to service delivery efficiency and quality, flag delays or bottlenecks early, and propose solutions
• Preparation of regular reports to senior management

Workflow Improvement and Efficiency

• Identify simple ways to standardise and improve processes
• Support implementation of new process improvements and ensure high adoption rates amongst VCC team

Technology Implementation

• Support use of digital solutions for virtual care call centre operations, ensuring that clinical teams are using tools correctly
• Plan and support system implementation and/or enhancements, incl. assessment to ensure integration with existing systems, system user testing, management reporting
• Provide basic troubleshooting for systems

Licensing, Governance & Compliance

• Work with internal teams to ensure processes align with regulatory standards
• Support governance processes such as licensing, incident reporting, audit tracking and follow ups
  

Service Development and Expansion

• Conduct research to identify opportunities for service expansion and develop business cases for new initiatives
• Coordinate across teams to operationalise new workflows and service offerings
• Work across teams to support projects related to VCC’s service

Undertaking any other tasks and duties as assigned by the Supervisor.

JOB REQUIREMENTS

• Good bachelor’s degree in any discipline
• Prior experience in virtual care, healthcare operations, or call centre management will be advantageous
• Must possess strong administrative, digital solution implementation and project coordination skills