Manager, Operations (Day Rehab)

About Us

About NTUC Health Co-operative Limited

NTUC Health Co-operative Limited (NTUC Health) is an NTUC enterprise that provides a comprehensive and integrated suite of quality and accessible health and eldercare services to meet the growing needs of families and their dependents. Building on close to three decades of experience and expertise, NTUC Health is among the largest providers of active ageing, senior day care, nursing home, and home personal care services in Singapore. We also serve vulnerable seniors in selected areas in Singapore through Community Case Management Services (CCMS), CREST mental health support, and a sheltered senior group home. In addition, we run a family medicine clinic.

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 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.

Other Information

It would be great if you:

Have prior experience managing day rehabilitation centers, senior gyms, or community-based healthcare services is highly advantageous.