SIA ZHI HONG JOSEPH
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
2023.09 - 2024.06
- 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
2022.12 - 2023.09
- 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
2021.04 - 2022.12
- 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
2019.09 - 2021.04
- 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
2018.01 - 2018.12
- 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
Customer Relation Manager
Sommeil Terre Pte Ltd
2017.11 - 2018.11
- Conduct Customer Service Training for new promoters at Showrooms
- Oversee and resolve escalated Customer Complaints and ensure customer satisfaction
- Analyse and troubleshoot complex problems and propose solutions or recommendations
- Establish metrics, goals and objectives for the Customer Service team that support Company's strategic initiatives
- Ensure achievement of KPI and improve existing SOPS
Project Manager
Dayspring Corporate Wellness
2012.09 - 2016.07
- 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
2011.11 - 2012.09
Operations Officer
Parkway Shenton
2009.05 - 2011.11
Education
MBA in Business Administration -
Aventis School Of Management
01.2024
Post-Graduate Diploma in Administration in Business Administration -
Aventis School of Management
08.2022
Skills
- Operations Oversight
- Performance Improvement
- Growth planning
- Revenue Generation
- Project Management
- Staff Management
- Operational management
- Business Development
- Operational leadership
Languages
Chinese (Mandarin)
Upper intermediate (B2)
English
Upper intermediate (B2)
Software
PLATO
Microsoft Office
Clinic Assist
Photoshop Lightroom
Timeline
Senior Executive
Tan Tock Seng Hospital
2023.09 - 2024.06
Operations Manager
T32 Dental Group Pte Ltd
2022.12 - 2023.09
Cluster General Manager
Singapore Medical Group
2021.04 - 2022.12
Operations Manager
Doctor Anywhere Pte Ltd
2019.09 - 2021.04
Operations Manager
NEX Healthcare Pte Ltd
2018.01 - 2018.12
Customer Relation Manager
Sommeil Terre Pte Ltd
2017.11 - 2018.11
Project Manager
Dayspring Corporate Wellness
2012.09 - 2016.07
Senior Executive
Raffles Medical Group
2011.11 - 2012.09
Operations Officer
Parkway Shenton
2009.05 - 2011.11
MBA in Business Administration -
Aventis School Of Management
Post-Graduate Diploma in Administration in Business Administration -
Aventis School of Management
Similar Profiles
Jane VidadJane Vidad
Elderly Caregiver Volunteer at TAN TOCK SENG HOSPITALElderly Caregiver Volunteer at TAN TOCK SENG HOSPITAL
Philip LourdesamyPhilip Lourdesamy
Medical Informatics Executive at Tan Tock Seng HospitalMedical Informatics Executive at Tan Tock Seng Hospital
Dharnia SingaramDharnia Singaram
Clinical Operations Executive at Tan Tock Seng HospitalClinical Operations Executive at Tan Tock Seng Hospital