Programme Executive

Job Description

Programme Executive

The Programme Executive plays a pivotal role in coordinating and supporting the operations of home-based care services, with a primary focus on Home Personal Care and Operations Support. This position ensures the smooth delivery of services through effective scheduling, communication, and strong collaboration with the care team. The role also encompasses administrative duties, client liaison, service quality support and always upholding a compassionate, client-centered approach to elderly care.

Role & Responsibilities

1. Manage Home Personal Care Service

• Manage and support a team of Care Associates, including leave planning, weekend case coordination, and overall supervision.

• Plan and coordinate Home Personal Care schedules to ensure timely and efficient service delivery.

• Act as the primary point of contact for clients and caregivers, addressing enquiries, concerns, and feedback.

• Communicate any changes to client visits promptly and accurately within the care team.

• Liaise with the interdisciplinary care team members (e.g., nurses and social workers) to update on patient conditions and care needs.

• Involve in joint visits with the staff nurse to go through CEF service agreements to clients.

• Escalate any social or psychosocial issues observed during client interactions with the social worker for appropriate follow-up.

• Compile client statistics for Home Personal Care and prepare periodic reports for internal tracking and reporting.

• Enter client vital sign into the Ingot system.

2. Customer Service & Complaint Management

• Handle feedback and complaints from clients and caregivers with professionalism and empathy.

• Conduct necessary investigations and implement corrective actions as needed.

• Maintain compassionate and transparent communication with clients, caregivers, and internal staff to build trust and confidence in the services provided.

3. Operations Support

• Provide overall operational support to ensure effective service delivery across all home care functions.

• Provide administrative support for daily operations of the department.

4. Administrative Support

• Serve as the third point of contact for public enquiries and incoming calls, supporting the primary and secondary contacts.

• Provide accurate and timely information to clients and members of the public regarding the Foundation’s services.

• Maintain and update care schedules, patient notes in Electronic Medical Records (EMR) system, and operational data.

5. Other Duties

• Assist the management team with ad-hoc assignments and special projects as required.
  

Key Relationships

• Reports to: Deputy Executive Director
• Internal Contacts: Care Associates, Nurses, Doctors, Admin Team
• External Contacts: Patients, Caregivers, Community Partners

Qualifications and Skills:

• Diploma in any discipline, preferably with 2–3 years of relevant working experience in healthcare, community services, or programme coordination.
• Positive attitude with a strong team-player mindset.
• Ability to work independently while collaborating effectively when required.
• Proficient in Microsoft Office applications (e.g., Word, Excel, Outlook) and comfortable using digital tools for scheduling and reporting.
• Excellent verbal and written communication skills.
• Strong problem-solving and organisational abilities.
• Demonstrates empathy and compassion when interacting with elderly clients and their families.
• Strong customer service skills with the ability to manage enquiries and interactions professionally and respectfully.