Executive/ Senior Executive, Agency Services Division

As the holding company of Singapore's public healthcare institutions, we are always looking for qualified, passionate individuals who are keen to make a valuable contribution to public healthcare. At MOH Holdings, we believe our employees are our greatest asset and we are dedicated in helping them achieve their full potential through professional development and by providing an environment to develop their leadership skills and competencies.

The Agency Services Division administers healthcare schemes with MOH and supports evaluation of other government schemes' applications and appeals, including aligning relevant systems to policy changes.

Join us and be part of a team - a uniquely MOHH spirit that propels us forward through every circumstance we face.

Acting Tomorrow For Today: We work pragmatically with the realities of the present, with a mindset that is geared to the needs of the future.

Starting Where You Can: We take a can-do approach to problem-solving, even if it means starting small, because every contribution counts.

Leaving No Job Undone: We take pride in seeing things through. Our high standards means it's not just about getting the job done, but getting it done well.

Moving Together as One: Care for all starts within, with us as an organisation. We look out for one another, leaving no on behind as we grow.

SUMMARY OF THE ROLE

As an Executive/ Senior Executive in the Agency Services Division, you will be a key part of making healthcare more accessible and affordable for Singaporeans. You will assess applications and appeals across key national healthcare schemes, manage cases end-to-end, and engage directly with members of the public to guide them through the process. Beyond operations, you will have the opportunity to contribute to digital transformation and process improvements, data analytics, and division-wide initiatives, gaining broad exposure to how public healthcare policy translates into real impact on the ground.

JOB RESPONSIBILITIES Operations

• Support Singaporeans in accessing healthcare subsidies by assessing applications and appeals for various healthcare schemes such as MediShield Life (MSHL) premium subsidies, Additional Premium Support (APS), Community Health Assist Scheme (CHAS) and MediSave appeals.
• Manage escalated cases from end-to-end, following up with applicants to address their concerns and resolve their issues promptly.
• Engage directly with members of the public and/ or healthcare service providers to clarify application details, gather the necessary supporting documents to better substantiate their cases, and guide them through the process clearly and with empathy.
• Deliver clear and timely communication of application and appeal outcomes to members of the public and healthcare service providers, ensuring decisions are explained transparently and in accordance with policy guidelines and service levels.
• Explore and adopt emerging technologies such as automation tools and Artificial Intelligence to enhance individual productivity and strengthen overall team performance.
• Apply design thinking methodologies and data analytics to identify operational gaps, streamline processes, and develop and implement solutions that improve efficiency and deliver a more citizen-centric experience.
• Assist in building and/ or refining data visualisation reports that consolidate operational performance metrics, supporting management in monitoring workload, identifying trends, and making informed decisions.

Process and System

• Collaborate with both internal and external stakeholders to review and improve operational workflows, driving more efficient case resolution.
• Translate operational and policy needs into detailed system requirements, working closely with IT vendors to drive implementation.
• Be a key participant of the User Acceptance Testing (UAT) process to ensure system enhancements are thoroughly tested before roll-out, and conduct post-implementation monitoring to identify issues and ensure they are resolved promptly in collaboration with other stakeholders.
• Partner with IT teams to coordinate smooth production releases and minimise disruption to operations.

Vendor Management and Other Assignments

• Establish and maintain strong working relationships with vendor(s) to ensure service level agreements (SLAs), such as printing and postal services, are met. Address issues proactively and work on performance improvements as needed.
• Perform secretariat duties for divisional and external meetings.
• Be exposed to division-wide initiatives such as data protection and governance, enterprise risk management.

JOB REQUIREMENTS Education Requirement(s):

• Bachelor's degree in any field.

Key Qualities:

• Excellent verbal, written, communication and interpersonal skills.
• Meticulous and collaborative team player with a positive attitude and willingness to contribute across tasks
• Good analytical and organizational skills. Able to systematically analyse and break down tasks to achieve desired outcomes.
• Ability to adapt and deliver quality results in a dynamic and evolving environment.
• Ability to work independently while managing multiple tasks simultaneously.

Years of Experience Required:

• Entry level candidates are welcome to apply.
• Candidates with relevant experience in administering applications and appeals processes particularly within the public sector as well as in related areas such as customer service or managing grant applications will have an added advantage.

A Sneak Peek into What You Can Expect to Learn:

Growth Mindset: This role encourages you to broaden your skill set by working on diverse schemes and cross-training in different areas of the business.

Team Environment: This role enables you to work in an environment that encourages teamwork, open communication, and shared success.

Impact: Your work in this role will have a direct, positive impact on the community, enhancing the quality of life for many.

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