Senior / Patient Service Associate (Contact Centre)

Duties & Responsibilities

• Responsible for professionally handling customers' queries, appointments and referral of services, across all touch-points [email, hotlines, live chats, faxes, letters]
• Understand the requirements of the caller and provide complete and accurate information, go beyond the call of duty in assisting all enquiries at all times
• Ensure timely follow up of customer’s requests and liaise with appropriate departments to ensure requests are fulfilled within promised timeline.
• Work as a team to deliver contact centre goals which includes personal productivity as well as department metrics like Service Level, Average Speed of Answer, Abandon Rates etc.
• Manage difficult customers and follow up with proper escalation procedures
• Ensure proper documentation and categorization of cases
• Conduct post discharge follow up phone calls to patients or their next of kin
• Maintain high level adherence and compliance towards policies, processes and procedures to deliver key performance
• Feedback customer's comments or requests to the reporting officer, for service or process improvement
• Maintain hospital staff’s contact details for emergency activations, activate and recall staff during an emergency situation and monitor their responses
• Manage hospital-initiated change of appointments
• Perform other duties as requested by Supervisor and above

Requirements

• GCE “O” Levels, NITEC, Diploma with at least 1 -2 years of Contact Centre or Customer Service experience in a healthcare environment
• Strong team player, able to work in a fast paced and dynamic environment
• Strong communication skills and telephone etiquette
• Must be able to work alternate Saturdays
• Bilingual, with knowledge of various dialects or foreign language will be an advantage.

Please be informed that only application submitted through NHG Career Webpage (corp.nhg.com.sg/Careers), WHC Career Webpage (whc.sg/joinus), Jobstreet Singapore (jobstreet.com.sg), Singapore Medical Association (sma.org.sg), MyCareersFuture.sg, LinkedIn and WHC appointed recruitment agencies will be considered. If you are accessing this job posting from another recruitment channel, please visit the official channels mentioned above.