Responsibilities:

A) Supervision and Guidance of ICCO Staff

• Provide day-to-day supervision, coaching, and guidance to junior ICCO staff, including Care Coordinators, Care Navigators, Programme Executives, and administrative support staff.
• Guide junior staff in referral triage, case assessment, service navigation, documentation, follow-up, and escalation.
• Conduct regular case discussions, team huddles, and supervision check-ins.
• Review the quality of case notes, referral records, tracking logs, and follow-up documentation.
• Support staff in managing complex, high-risk, multi-need, or unclear cases.
• Identify staff training needs and support capability-building within the ICCO team.
• Promote a professional, accountable, and collaborative team culture within ICCO.

B) Case Management and Referral Oversight

• Oversee the receipt, assessment, triage, and routing of referrals from internal teams, hospitals, RHS partners, AIC, primary care providers, community partners, caregivers, and walk-in enquiries.
• Conduct preliminary case assessment to identify social, care, health, mobility, caregiver, family, financial, and service access needs.
• Provide case management support for complex or multi-service cases.
• Ensure referrals are routed appropriately to SCC, AAC, CCMS, ICCP, Home Care, Therapy, Nursing, caregiver support, Community Screener assessment, or other relevant services.
• Monitor pending, unresolved, duplicated, or delayed referrals and ensure timely closure or escalation.
• Facilitate case discussions with relevant internal and external stakeholders where required.
• Ensure proper handover between services so that seniors and caregivers do not fall through the cracks.
• Escalate safeguarding, clinical, psychosocial, or operational concerns to the appropriate professional lead or senior management.

C) ICCO Operations and Workflow Support

• Support the implementation and refinement of ICCO workflows, referral pathways, triage guidelines, escalation protocols, and service maps.
• Maintain ICCO referral logs, dashboards, tracking sheets, case-routing records, and performance reports.
• Coordinate internal meetings, service huddles, partner discussions, and follow-up actions.
• Standardise ICCO processes across assigned centres and service clusters.
• Identify operational gaps, repeated referral issues, workflow bottlenecks, and areas for service improvement.
• Support change management as ICCO develops into a stronger integrated care coordination platform.

D) Cross-Service Integration

• Support ICCO’s coordination role across AAC, SCC, CCMS, ICCP, Home Care, Therapy, Nursing, caregiver support, and other community services.
• Support right-siting of clients across services, including AAC to SCC, SCC to therapy, AAC to caregiver support, hospital discharge to community follow-up, and community screening to case management.
• Work with centre teams and service leads to ensure appropriate follow-up, service matching, and continuity of care.
• Support integrated care pathways, including Healthier SG social prescription, AgeWell SG, post-discharge follow-up, falls risk, frailty, caregiver stress, community health screening, and palliative or community support pathways.
• Strengthen ICCO’s role as a central coordination point for community care referrals and service routing.

E) Partnership and Stakeholder Coordination

• Support collaboration with RHS, PCN, AIC, hospitals, polyclinics, GPs, grassroots organisations, social service agencies, hospices, faith-based organisations, and community partners.
• Represent ICCO in relevant internal and external discussions when required.
• Maintain updated partner directories, service maps, contact lists, and referral pathways.
• Coordinate joint outreach, health screening, caregiver support, social prescription, and community engagement initiatives.
• Track partnership referrals, joint initiatives, partner feedback, and follow-up actions.

F) Data, Quality and Reporting

• Ensure accurate, timely, and confidential documentation in accordance with organisational policies and PDPA requirements.
• Track key ICCO indicators, including referral turnaround time, referral closure rate, service conversion rate, pending referrals, repeat referrals, unresolved cases, and partner referral volume.
• Prepare management reports, dashboards, funding reports, audit updates, RFP-related reports, and programme evaluation summaries.
• Analyse referral trends to identify service gaps, emerging community needs, and opportunities for service development.
• Support quality improvement initiatives to improve care coordination, client experience, staff accountability, and partner confidence.

Requirements:

• Degree & above
• 5 years of experience in hospital operational setting
• 3 years of experience in supervisory and leading a team

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Please email your updated resume in a detailed MS Word format to jovian.tay@peopleprofilers.com providing the following details :

• Current and Expecting Salary
• Date Available
• Reason to leave each job

We regret that only shortlisted candidates will be notified

Job ID: JOB-00913

People Profilers Pte Ltd

Posting Personnel: Jovian Tay Ling Ling, Principal Consultant

DDI: +65 6950 9742

Address: 20 Cecil St, #08-09, PLUS Building, Singapore 049705

http://www.peopleprofilers.com

EA License Number: 02C4944

Registration Number: R1110579