Joseph Sia Zhi Hong
Singapore
Summary
Experienced Operations and Clinical Management professional with over a decade in optimizing healthcare services and administrative functions. Proven track record in managing multi-site clinics, leading quality improvement projects, and enhancing operational efficiency. Skilled in data analysis, budgeting, and team development, with a focus on improving service quality and customer satisfaction. Strong in relationship-building, strategic planning, and project management, with a results-driven approach to achieving operational excellence.
Overview
15
15
years of professional experience
Work History
Senior Executive
Tan Tock Seng Hospital
Singapore
09.2023 - 06.2024
- Ensure that required administrative tasks and daily operational support are performed to support assigned operating unit(s)/area(s), services or programmes
- Develop and maintain relationships with care partners (internal and external) across the continuum of care, and seek out opportunities to enhance operational levels through these relationships
- Track and monitor relevant datasets, and respond to changes in data appropriately
- Prepare and analyse data for reports and dashboards for timely tracking of indicator performance
- Supports administrative, reporting, budgeting, management approvals, presentations, procurement, agreements and other related work for the assigned operating unit(s)/area(s), services or programmes
- Ensure timely fulfilment and maintenance of service and operations standards and requirements
- Assist in evaluation, planning and implementation of changes required to improve service levels and raise quality standards
- Assist Assistant Manager / Manager in the annual financial budgeting exercises, and perform regular reviews with the Clinical Chief/ Head/ Lead/ Director to ensure financial sustainability and goal alignment
- Assist in planning, implementation, and management of quality improvement projects at the Hospital-wide/Division level as well as provide active support for staff training and development
- Project lead for Community Health Buddies with Temasek Foundation
Operations Manager
T32 Dental Group Pte Ltd
Singapore
12.2022 - 09.2023
- Negotiated and closed profitable projects by identifying customer needs, achieving a high success rate
- Launched diversity and staff engagement programs with a robust reporting tool, boosting operational quality
- Trained and guided team members to enhance productivity and meet performance metrics
- Analyzed and reported key performance metrics to senior management, informing strategic decisions
- Recruited, hired, and trained initial personnel for a new organization, establishing key functions and position scopes
- Initiated mentoring program based on individual strengths, improving team weaknesses and performance
- Led hiring, onboarding, and training efforts to match business needs, improving team composition and capabilities
- Negotiated contracts to reduce budgetary expenditures, achieving favorable terms and cost savings
Cluster General Manager
Singapore Medical Group
04.2021 - 12.2022
- Managed 8 clinics, overseeing daily operations to achieve operational and service excellence, including staffing, training, and budgeting
- Collaborated with the Managing Director to set financial targets and develop new pediatric services, programs, and packages
- Provided constructive feedback to enhance employee performance, ensuring clinical and operational excellence
- Delivered weekly income and quarterly reports, and maintained customer satisfaction through effective problem resolution
- Planned marketing programs to increase business, in partnership with the Marketing Department
- Reviewed and updated policies, procedures, and clinical protocols to optimize clinical management
- Implemented patient feedback mechanisms and improved internal processes for better service delivery
- Analyzed financial and performance data, managed budgets, and led competitive research to inform strategic decisions
Operations Manager
Doctor Anywhere Pte Ltd
09.2019 - 04.2021
- Oversee and manage all 8 clinics under DA Clinical Group
- Oversee clinic manpower and doctors' schedule
- Prepare and present monthly Clinic Performance Report to Chief Medical Services Officer and CEO
- Create new workflows and SOPs for clinics and improve existing SOPS
- Collaborate with telemedicine Ops team on processes between clinical group and telemedicine
- Create new SOPs to minimize errors in medication packing and delivery process
- Oversee and resolve patient complaints posted on various social media platform (Facebook, Google Review)
- Training of Clinic Assistants to ensure daily operations performance and service standards
- Manage and negotiate rental renewal contract terms with landlords
- Any other ad hoc tasks assigned by Chief Medical Services Officer
Operations Manager
NEX Healthcare Pte Ltd
01.2018 - 12.2018
- Oversee and manage all 10 clinics under Northeast Medical Group, FINEST Medical Centre
- Prepare and present monthly Clinic Performance Report to the Directors and CEO
- Setting up of new clinics for clients, applying for clinic license, CHAS & TPAS
- Liaising with the ID, purchasing of equipment
- Create new workflows and SOPs for clinics and improve existing SOPS
- Monthly locum doctors scheduling for clinics
- Oversee and resolve patient complaints received from Facebook comments or feedback email
- Work with clients, clinic managers, staff and doctors to ensure performance of daily operations
- Any other ad hoc tasks assigned by COO
Project Manager
Dayspring Corporate Wellness
09.2012 - 07.2016
- Oversee health screening projects from initiation to closure
- Ensure effective and smooth-running of health screening events to achieve operational objectives and KPI
- Management of health screening team
- Management of Manpower team handling recruitment, manpower scheduling to different projects, training of new staff, annual temp staff appraisal, government funding, internship arrangements and employment passes
- Annual planning and proposing of temp staff benefit and incentive schemes
- Plan and conduct training for staff skills upgrading and service standards
- Conduct frequent auditing of Staff performance, operations procedures and service standards
- Evaluate feedback on staff and conduct counselling of staff to understand and resolve issues, arranging of re-training and audit checks when necessary
- Trained in compiling and generating of client corporate reports, client publicity materials, logistics arrangement and procurement
Senior Executive
Raffles Medical Group
11.2011 - 09.2012
- Coordinate workflow processes, manpower and supplies GP clinic operations at Raffles Hospital
- Staff Roster planning
- Handle clinic complaints
- Consolidate and present daily and quarterly reports of clinic operations and daily patient statistics to Senior Management
- Liaise with Corporate Services in promoting services to clients
- Plan and coordinate welfare events for Senior Management
- Implement improvement initiatives for higher service standards at Raffles Medical Group clinics
- Conduct internal audit to other Raffles Medical Group clinics
Operations Officer
Parkway Shenton
05.2009 - 11.2011
- Organize and implement project such as Airport health screening for swine flu and Jurong Island health screening and setting up of health services for Universal Studios Singapore
- Coordinate workflow processes, manpower and supplies at on-site operations
- Ensure that all of clients’ requirements are adhered to
- Marketing Parkway Shenton Onsite health screening services to clients like Shell, Exxomobile, Google, DBS bank
- In charge of communication and liaison with support departments and customers
- Implement improvement initiatives for higher service standards
- Assigned to Resort World Singapore’s (RWS) Universal Studios from January 2010 to February 2011
Education
MBA - Business Administration
Aventis School Of Management
01.2024
Post-Graduate Diploma - Administration in Business Administration
Aventis School of Management
08.2022
High School Diploma -
SHATEC
Singapore12-2006
O Level -
Serangoon Garden Secondary School
Singapore12-2002
Skills
- Performance Improvement
- Growth planning
- Customer Service
- Project Management
- Staff Management
- Business Development
- Strategic Planning
- Report Analysis
- Resourcing Planning
- Operations Management
- P&L Management
Languages
- Chinese (Mandarin)
- English
Timeline
Senior Executive
Tan Tock Seng Hospital
09.2023 - 06.2024
Operations Manager
T32 Dental Group Pte Ltd
12.2022 - 09.2023
Cluster General Manager
Singapore Medical Group
04.2021 - 12.2022
Operations Manager
Doctor Anywhere Pte Ltd
09.2019 - 04.2021
Operations Manager
NEX Healthcare Pte Ltd
01.2018 - 12.2018
Project Manager
Dayspring Corporate Wellness
09.2012 - 07.2016
Senior Executive
Raffles Medical Group
11.2011 - 09.2012
Operations Officer
Parkway Shenton
05.2009 - 11.2011
MBA - Business Administration
Aventis School Of Management
Post-Graduate Diploma - Administration in Business Administration
Aventis School of Management
High School Diploma -
SHATEC
O Level -
Serangoon Garden Secondary School
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