Manager, Health & Social Integration - CareLine

About the role

SingHealth's Office of Regional Health is looking for a Manager to lead operations and people development within CareLine, its 24/7 telecare programme for seniors. The role sits within an integrated care team of Primary Care Providers, Community Nurses, Wellbeing Coordinators and Community Partners, and involves overseeing a team of executives and Wellbeing Coordinators, managing complex cases, driving operational improvements and representing CareLine in the community.

Key responsibilities

• Co-lead supervision and day-to-day management of the CareLine executive and Call Centre (Outreach) team, ensuring smooth service delivery, resource planning and high client satisfaction
• Guide executives in handling complex cases and direct them to clinical knowledge and community resources
• Ensure escalated cases are managed professionally, confidentially and in a timely manner
• Lead community engagement such as recruitment roadshows and outreach events, and represent CareLine at partner events
• Build strong relationships with community partners to support clients
• Review and improve CareLine workflows and processes, and oversee service quality through call audits
• Identify and coach team members who need further development to meet competency standards
• Lead projects from concept to implementation, support budget planning and verify responsible use of resources
• Occasionally support the Head of Department on new initiatives and contribute to population health and Healthier SG efforts

Required profile

• Bachelor's degree in Social Work, Counselling or a healthcare-related discipline preferred; equivalent experience in health, social services or community care is welcome
• At least 6 years of relevant experience, including people management, case management and project management
• Ability to engage with seniors, caregivers and community partners
• Willingness to work weekend shifts occasionally for outreach or events