Mental Healthcare - Process Design & Strategy Consulting
Redesign mental health care from the inside out. Map workflows, spot risks, and build tools to make patient care safer, smarter, and more human.
This externship places you alongside case management leaders in acute mental healthcare to understand and improve how care coordination actually works in practice. Working with the Institute of Mental Health, you examine how case management workflows across inpatient care, emergency settings, and post-discharge follow-up shape patient experience, safety, and continuity of care. You will map real workflows, identify gaps and hidden risks, and make invisible coordination work visible through clear process diagrams and simple operational metrics. By the end, you will have created practical tools that help healthcare leaders better understand workload, risk, and care transitions, and support more patient-centered, reliable mental health care delivery.
Project Output
During the course of the externship, externs will:
- Analyze how case management workflows influence patient experience, continuity of care, and risk across inpatient, emergency, and post-discharge contexts.
- Identify process gaps, blind spots, and unaccounted risks by applying root cause analysis to real care coordination scenarios.
- Map real-world case management workflows to reveal hidden work, handoffs, delays, and intervention points.
- Quantify coordination work by defining operational metrics and prototyping a dashboard that communicates workload, risk mitigation, and value.
By the end of the externship, externs will have created a:
- Stakeholder map and scope-of-practice summary clarifying the case manager’s role in patient-centered care coordination.
- Workflow risk and root-cause analysis table highlighting gaps, risks, and invisible coordination work.
- Process maps and visual flowcharts showing how case management work actually unfolds across follow-up, default management, and escalation.
- Work-quantification dashboard prototype that translates coordination activities into measurable, communicable operational value.
Tools being used: Claude, Perplexity, Gamma
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What past Externs have to say
Skills You'll Gain
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The Institute of Mental Health (IMH) is Singapore’s national acute psychiatric hospital, with over 1,950 beds and a mission to deliver holistic, integrative mental healthcare. It serves children, adolescents, adults, and the elderly through multidisciplinary teams that include psychologists, nurses, occupational therapists, and social workers. IMH combines evidence-based care with operational excellence to support mental health at scale.
Serlina Eng
Serlina Eng is a Principal Case Manager and Deputy Head of Department at the Institute of Mental Health (IMH), bringing over 15 years of clinical leadership and mental health advocacy experience. She oversees case management teams while driving system-level improvements in care coordination and patient engagement. Her strategic leadership spans multiple initiatives including the HUT Drop-in Centre, acute wards management, emergency response teams, and the development of national frameworks such as CCMS and iPace.
As a CARE Officer and national co-facilitator for crisis response training, Serlina has significantly contributed to building Singapore's crisis response capabilities. She actively participates in national workgroups focused on suicide prevention, inpatient communication, and discharge processes, while presenting extensively on case management and quality improvement both locally and internationally. Her exceptional contributions have been recognized through prestigious awards including the National Commendation Medal (2024), National Day Award – Efficiency Medal (2025), and the Singapore Patient Advocate Award (2021).
Beyond her clinical role, Serlina is committed to community service, mentoring, and mental wellness advocacy. She serves as IMH Culture Trainer and CMU Wellbeing Officer while contributing to the profession as Assistant Treasurer of the Case Management Society of Singapore, demonstrating her dedication to both staff resilience and advancing the case management field.
Get Started Today
Sign-up today and get exposure into mental healthcare
This Externship has passed
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