MANAGER OPERATIONS SPECIALIST, COMMAND CENTRE, FUTURE HEALTH INSTITUTE

GENERAL DESCRIPTION :

The Operations Specialist, Command Centre is responsible for supporting enterprise-wide hospital operational coordination, patient flow optimisation, operational monitoring, and healthcare operations escalation management across the KPJ Health System network.

The role acts as the operational liaison between the KPJ Command Centre and hospitals, ensuring timely coordination of operational interventions, capacity management, resource optimisation, and operational issue resolution. The position provides operational oversight and situational awareness on key hospital operational indicators including bed utilisation, patient throughput, waiting times, staffing constraints, and operational incidents.

The Operations Specialist works closely with Hospital CEOs, hospital operations teams, nursing leadership, and clinical departments to support seamless operational coordination, improve service efficiency, and enhance patient experience across the KPJ Health System.

This role supports real-time operational monitoring and contributes operational expertise in the Command Centre to facilitate proactive decision-making, operational escalation management, and enterprise operational performance improvement.

JOB DESCRIPTION :

 1. Real-Time Hospital Operations Coordination

• Monitor real-time hospital operational indicators across the KPJ hospital network.

• Coordinate operational escalation and intervention activities with hospitals during capacity constraints, operational bottlenecks, or service disruptions.

• Support enterprise patient flow optimisation initiatives including admissions, transfers, discharge coordination, and bed utilisation management.

• Coordinate operational support during high-demand periods, surge situations, and hospital operational incidents.

• Act as the operational coordination focal point between the Command Centre and hospital operational teams.

• Escalate critical operational risks, delays, or service issues to the Manager, Command Centre.

 2. Operational Monitoring & Performance Management

• Monitor operational KPIs including:

• Bed occupancy

• Emergency Department waiting times

• Theatre utilisation

• Patient throughput

• Discharge turnaround time

• Staffing constraints

• Analyse operational trends and identify areas requiring operational intervention or escalation.

• Support preparation of operational dashboards, reports, and real-time updates for Command Centre leadership.

• Assist in tracking operational improvement initiatives across hospitals.

• Support implementation of operational efficiency and service optimisation initiatives.

 3. Cross-Hospital Operational Coordination

• Facilitate coordination between hospitals during patient transfers, resource sharing, and operational surge management.

• Support enterprise operational communication and coordination across the KPJ hospital network.

• Coordinate operational response activities during system-wide incidents or healthcare emergencies.

• Collaborate with hospital operations teams to ensure alignment with Command Centre operational protocols and escalation procedures.

 4. Incident & Crisis Coordination Support

• Support operational coordination during major incidents, healthcare emergencies, and operational disruptions.

• Assist in command centre incident escalation and operational communication processes.

• Support post-incident operational reviews and improvement initiatives.

• Ensure operational incident reporting and documentation are properly maintained.

 5. Stakeholder Collaboration

• Work closely with Hospital CEOs, Operations Managers, Nursing leadership, and hospital operational teams.

• Collaborate with clinical and non-clinical departments to resolve operational coordination issues.

• Support Command Centre operational engagement sessions and operational performance discussions with hospitals.

• Build strong working relationships across hospitals to strengthen enterprise operational coordination.

JOB REQUIREMENT :

Education:

• Bachelor’s degree in healthcare management, Business Administration, Operations Management, Healthcare Administration, or related discipline.

• Master’s Degree is an added advantage.

Knowledge and Experiences:

• Minimum 5–8 years of experience in hospital operations, healthcare administration, or hospital management.

• Experience in healthcare operational coordination, patient flow management, or hospital operations management.

• Exposure to private healthcare or multi-hospital environments is preferred.

• Familiarity with hospital operational KPIs and healthcare operational workflows.

• Experience working with hospital management systems and operational dashboards is an added advantage.

Skills & Competencies:

• Special skills required

• Strong hospital operations coordination capability.

• Strong understanding of patient flow and healthcare operational processes.

• Good analytical and problem-solving skills.

• Strong operational communication and coordination capability.

• Ability to work effectively in real-time operational environments.

• Good stakeholder engagement skills.

Personal attributes

• Calm and composed under pressure.

• Proactive and responsive.

• Strong teamwork and collaboration mindset.

• Strong accountability and operational discipline.

• Adaptable in fast-paced operational environments.