Key Accountabilities
A. Data Management & Analytics
• Coordinate scheduled and ad-hoc data collection from all 18 IHH Malaysia hospitals and maintain centralised Emergency Services databases and trackers.
• Validate submissions for completeness, accuracy and consistency; follow up with hospitals on missing, incomplete or discrepant data.
• Use advanced Microsoft Excel functions, PivotTables and Power Query to clean, consolidate and analyse multi-hospital datasets.
• Develop, update and maintain Power BI dashboards for operational, service and project performance monitoring.
B. A&E Performance Monitoring
• Compile and maintain A&E clinical, service and operational indicators for internal performance reviews and management reporting.
• Prepare hospital-level and group-level trend analysis, benchmarking, variance summaries and performance visualisations.
• Identify data gaps, outliers and recurring performance issues for escalation and further review by Emergency Services leadership.
C. Ambulance Services
• Maintain ambulance utilisation, activity, response-time, service-level and vendor-performance trackers.
• Coordinate hospital feedback, operational issues, complaints and action-item follow-up related to ambulance services.
• Support compilation of data for service reviews, contract/SLA monitoring, pricing analysis and ambulance improvement projects.
D. Sports & Event Medical Services
• Support planning and coordination of medical coverage for sports and corporate events, including staffing, deployment and logistics.
• Maintain databases for doctors, nurses, allied health personnel, ambulance deployment, medical posts, equipment, medications and consumables.
• Coordinate staff nominations and follow up with participating hospitals and relevant stakeholders on event readiness requirements.
• Support preparation of event medical plans, operational briefings, deployment schedules and post-event summaries.
E. Disaster Preparedness & Emergency Response
• Maintain disaster preparedness, emergency-response and hospital-readiness databases and trackers.
• Coordinate information collection for disaster-response capability, drills, workshops, training and exercises.
• Maintain emergency contact lists, action trackers and supporting documentation, and follow up on outstanding preparedness actions.
• Support collation of information required during Emergency Coordination Centre activities, drills or actual response situations.
F. Project, Stakeholder & Reporting Support
• Maintain project plans, timelines, milestone trackers and action logs for group-wide Emergency Services initiatives.
• Coordinate and follow up with hospital A&E teams, Operations, Operational Excellence, MAQ, Nursing, IT/Digital, Finance, Procurement, Service Excellence, Marketing and other stakeholders.
• Prepare tables, charts, dashboards, presentation materials and concise management summaries for CECC and other Emergency Services reviews.
• Provide administrative and analytical support to the Senior Emergency Services Manager and Head of Emergency Services as required
Qualifications and Experience
• Bachelor’s degree in Healthcare Management, Business Administration, Data Analytics, Information Systems, Health Sciences or a relevant field.
• Minimum 2–3 years of relevant experience in healthcare operations, data analytics, project coordination or performance management.
• Strong proficiency in Microsoft Excel, including PivotTables, advanced formulas and Power Query.
• Working knowledge and practical experience in Microsoft Power BI dashboard development and maintenance.
• Strong analytical, organisational and problem-solving skills with high attention to detail.
• Good communication and stakeholder coordination skills, with the ability to follow up effectively across multiple hospitals and departments.
• Previous hospital or healthcare experience and exposure to emergency services, ambulance operations, event management or disaster preparedness are advantageous.