Sub-Manager - Japanese Speaker - Toa Payoh

This job description is comprehensive and clearly outlines the responsibilities of a Clinic Manager. To adapt it for a Supervisor-level role, the key is to shift the focus from strategic, high-level oversight and sole accountability for the entire clinic's performance to direct team guidance, task execution, and supporting the Manager.

The Supervisor will primarily be responsible for the day-to-day enforcement of policies and the direct supervision of staff within their scope, reporting directly to the Clinic Manager.

Here is the revised job description for a Japanese Speaking Clinic Supervisor (Operations & Interpretation):

Japanese Speaking Sub-Manager (Operations & Interpretation)

We are seeking a highly motivated and detail-oriented Japanese Speaking Sub Manager to assist the Clinic Manager in the daily operations, directly supervise front-line staff, and serve as a Medical Interpreter. This role requires a blend of operational support, direct team leadership, basic human resource functions, and fluency in both Japanese and English.

 I.  Clinic Operations & Administration Support

This role involves supporting the Clinic Manager in the day-to-day running of the clinic, focusing on the execution and enforcement of established policies to ensure efficiency and high patient satisfaction.

• Implement and uphold established policies, procedures, and systems to ensure a smooth patient flow and enhance customer satisfaction.
• Maintain a good working knowledge of clinic services, procedures, billing processes, and various insurance coverages (cash-paying and panel clients) to assist staff with seamless transactions.
• Serve as a key user for the Clinic’s electronic medical record (EMR) and medicine systems, assisting staff with basic troubleshooting and training.
• Monitor and ensure staff adherence to established standards and work processes.
• Track and report on the inventory of adequate supplies, stationery, and well-maintained, functioning equipment.
• Conduct regular checks to maintain facility cleanliness and overall ambience.
• Assist the Clinic Manager with documentation and submission of RINGHISO procedures for purchasing.
• Draft and maintain updates for the monthly duty rosters for review by the Clinic Manager.
• Ensure the Policy and Procedure Manual is readily accessible and followed by the team.

• Directly observe and coach team members on adhering to OMOTENASHI principles for superior customer service.
• Serve as the initial point of contact for minor complaints from team members, visitors, and patients, escalating complex issues to the Clinic Manager.
• Monitor and execute timely and appropriate responses to routine patient inquiries via email and LINE, guided by the Manager.
• Exercise effective problem identification and conflict resolution at the operational level, informing the Manager of all significant incidents.
• Collect and compile operational data, variances, incidents, and issues for the Manager’s regular review.
• Provide regular operational status updates and feedback to the Manager using the HORENSO communication structure.
• Ensure the team upholds patient rights and confidentiality.
• Immediately report any potential medical-legal issues to the Clinic Manager.

II. Medical Interpreter

• Serve as a Medical Interpreter for patients, physicians, and clinic team members.
• Accurately and clearly convey complex medical information between speakers of Japanese and English languages, ensuring a high degree of fidelity and cultural sensitivity.
• Maintain patient confidentiality during all interpretation activities.
• Provide language support for clinic documentation and forms as needed.

III. Team Guidance & Supervision

This position requires a hands-on leader who can execute the Manager’s directives and provide direct support and guidance to the front-line team.

• Translate and communicate organizational goals, targets, and objectives to the front-line team as directed by the Manager.
• Clearly define daily and weekly expectations for the team.
• Provide immediate, constructive feedback to team members on service delivery and task execution.

• Lead operational segments of regular team meetings (e.g., daily huddles).
• Mentor and provide on-the-job coaching for team members on work processes.
• Maintain personal effectiveness under pressure and act as a calming, motivating influence.

IV. Team Performance Support

The Supervisor assists the Manager in maintaining high performance standards through direct oversight, training support, and basic performance monitoring.

• Conduct routine quality checks to ensure team member execution aligns with their job scope to deliver safe, efficient, and quality standards of care.

• Support the Clinic Manager during the interview process as requested.
• Execute the operational orientation and on-the-job training for new team members, focusing on their specific job competencies and adherence to the Employee Handbook.

• Monitor and report on team members' attendance and adherence to duty schedules.
• Contribute relevant performance notes and daily observations for the Manager's use in formal evaluations.

• Execute performance improvement plans as directed by the Manager.
• Provide initial coaching and verbal warnings for minor performance issues, documenting and reporting to the Manager.
• Assist the Manager in tracking goals, action plans, and follow-up for team member performance improvement.

Education & Experience Requirements

• Primary: A Bachelor's Degree is the standard minimum requirement. Degrees in Healthcare Administration, Business Administration, Nursing, Public Health, or a related field are strongly preferred.
• Language: Native or near-native fluency in Japanese (verbal and written) and professional working proficiency in English (verbal and written) is mandatory.
• Experience: A minimum of 3-5 years of experience in a clinical or similar healthcare setting, with at least 1-2 years in a leadership or senior/lead role (e.g., Senior Clinic Assistant, Team Lead).

• Proficiency with various Electronic Medical Record (EMR) systems.
• Prior formal training or certification in Medical Interpretation.

Working Hours:

1. 30am~10.30pm (maximum 8 hours within clinic operating hours)

Off-Days: 8 off-days per month