Operations Manager

Job description

Job Title: Operations Manager

Type of Employment: Full-Time

Location: Morrow Flagship – Singapore

Reports To: Head of Clinical Operations

Works Closely With: General Manager, Head of Medical & Lifestyle Medicine, Allied Health Professionals, Team of Doctors & Nurses, Medical Services Team, Partnerships Manager

Role Summary

We are seeking a highly capable and proactive Operations Manager to lead and oversee the full spectrum of clinical and program operations within our 38,000 sq ft integrated medical sanctuary.

As a core leader in our clinic operations team, the Operations Manager plays a mission-critical role in shaping and executing the operational strategy of our 38,000 sq ft integrated medical sanctuary.

This role holds end-to-end responsibility for overseeing clinic floor operations, driving cross-departmental synergy, and ensuring the seamless delivery of both daily medical services and strategic health programs.

The ideal candidate is a proactive, solutions-oriented leader who thrives in a fast-paced, multidisciplinary environment and brings a strong track record in operational leadership within healthcare settings.

You will work closely with senior leadership to turn vision into action, while building high-performing teams and continuously elevating service standards in alignment with our core values of preventive, lifestyle-based, and patient-centric care.

Operational Leadership

• Partner with the Head of Clinical Operations to shape service delivery models and implement operational frameworks that drive excellence, innovation, and scalability.
  
  

• Champion clinical governance, quality assurance, and continuous improvement initiatives across all operational domains.
  
  

2.

Cross-Functional Collaboration & Program Execution

• Serve as the central operational leader connecting clinical, hospitality, wellness, and facility teams to ensure cohesive, integrated service delivery.
  
  
• Leading and to oversee the full operational lifecycle of Shared Medical Appointments (SMA) and Shared Medical Group (SMG) together with the Clinic Operations Executive, ensuring strategic coordination across facilitators (physicians, dietitians, clinical psychologists, counsellors, health coaches, etc.) and smooth execution.
  
  
• Lead the implementation of key programs, pilots, and cross-centre initiatives, ensuring alignment with clinical objectives and timelines.
  
  

3.

Excellence in Clinic Operations

• Oversee the daily management of clinic operations, ensuring seamless patient flow, optimal resourcing, and consistent delivery of a premium patient experience.
  
  
• Drive operational discipline and compliance with all clinical SOPs, safety protocols, and Ministry of Health (MOH) regulations.
  
  
• Leverage clinic systems (e.g., CMS, EMR) to support workflow optimization, real-time issue resolution, and data-driven decision-making.
  
  
• Continuously refine operational processes to reduce inefficiencies and elevate service delivery.
  
  

4.

Service Experience & Patient Engagement

• Set the tone for a service culture rooted in empathy, attentiveness, and excellence.
  
  
• Oversee the full patient journey across all touchpoints—ensuring clarity, comfort, and consistency throughout both individual appointments and SMA/SMG programs.
  
  
• Act as an escalation point for service recovery and proactively identify opportunities to enhance patient satisfaction and loyalty.
  
  
• Ensure consistent and clear communication with patients regarding SMA participation, expectations, and follow-up.
  
  

5.

Governance, Compliance & Data Stewardship

• Ensure all operations are fully compliant with internal SOPs, MOH regulations, and statutory requirements.
  
  
• Lead the clinic's adherence to the Personal Data Protection Act (PDPA), overseeing patient data handling, consent management, and confidentiality protocols.
  
  
• Conduct periodic internal audits and lead governance reviews to strengthen clinical integrity and risk mitigation.
  
  

6.

Inventory, Procurement & Facility Leadership

• Lead inventory management with full accountability for medical supplies, medications, and consumables, ensuring zero variance and high operational readiness.
  
  
• Oversee procurement workflows and vendor relationships; collaborate with senior leadership on capital expenditures and facility upgrades.
  
  
• Maintain facility excellence by coordinating maintenance, servicing, and infrastructure enhancement efforts with internal and external stakeholders.
  
  

7.

Team Leadership & Talent Development

• Lead, mentor, and inspire ground operations and service teams, fostering a high-performance culture grounded in accountability, collaboration, and continuous improvement.
  
  
• Conduct daily team briefings, alignment on operational goals
• Address performance challenges proactively and manage escalations in collaboration with HR and senior leadership.
  
  
• Champion staff wellbeing and engagement, recognizing the connection between team experience and patient experience.
  
  

8.

Performance Monitoring & Continuous Improvement

• Track and analyze key operational and program KPIs—including SMA/SMG attendance, patient engagement, feedback scores, and documentation compliance (e.g., Plato notes).
  
  
• Collaborate with clinical leaders to translate operational data into actionable insights and service enhancements.
  
  
• Drive a culture of innovation by encouraging ground-up solutions and piloting process improvements with measurable outcomes.
  
  
• Lead post-program reviews and integrate learnings into future planning.
  
  

9.

Insurance Partnerships & Claims Management

• Lead the development and expansion of strategic relationships with insurance providers to support clinic growth and patient access.
  
  
• Working with Partnerships Manager from Marketing to proactively identify and prospect new insurance partners, presenting the clinic's service capabilities and negotiating onboarding terms in alignment with business objectives.
  
  
• Oversee the Administrative Executive the end-to-end management of IDB (Integrated Direct Billing) claims with authorised insurance partners, ensuring accuracy, compliance, and timeliness at all stages.
  
  
• Implement robust verification processes for patient insurance coverage, deductibles, and eligibility prior to consultations or procedures, reducing billing disputes and enhancing patient experience.
  
  
• Monitor claim submission workflows, track outstanding payments, and liaise with insurers to resolve discrepancies, accelerate claim processing, and secure revenue recovery.
  
  
• Collaborate with finance, billing, and front-line teams to ensure seamless coordination and full alignment with internal SOPs and insurer requirements.
  
  

Qualifications

• Bachelor's degree in Healthcare Administration, Business Management, or a related field

• Minimum 6 to 8 years of progressive experience in healthcare operations, with at least 4 years in a leadership or managerial capacity.
  
  

• Visionary operator with a proven ability to lead high-performing teams and scale healthcare services.
  
  

• Deep understanding of healthcare workflows, operational best practices, and regulatory frameworks.
  
  
• Strong communication, conflict resolution, and stakeholder management skills.
  
  
• Data-savvy with the ability to translate metrics into strategy.
  
  
• Calm under pressure, highly adaptable, and unafraid to lead from the front.
  
  
• Problem-solving mindset – able to anticipate issues and resolve operational challenges proactively
• Willingness to learn and adapt to ongoing education in lifestyle medicine, personalised medicine, and innovation
• Passion and interest for preventive healthcare, lifestyle medicine and longevity medicine are highly desirable

Why Join Us

This is a career-defining opportunity to shape the future of longevity medicine while working alongside world-class clinicians and technologists.

You will contribute to initiatives that directly lead to extending human healthspan while establishing Singapore as the global hub for longevity innovation.

At Morrow, you will not only help define operational excellence but also build the culture, rhythm, and future of preventive health.

You won't just be joining a team.

You will be co-creating tomorrow.

Required Skill Profession

Other General