Senior / Patient Service Associate (Contact Centre)
Salary undisclosed
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- Responsible for professionally handling customers' queries, appointments and referral of services, across all touchpoints [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 always assisting all enquiries
- 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, Abandon Rate 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
- Support other departmental hotlines where required
- 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
- Provide feedback and suggestions to Supervisor and participate in improvement initiatives
- Maintain hospital staff's contact details for emergency activations
- Activate and recall staff during emergencies and monitor their responses
- To contact internal staff for abnormal and critical results
- Manage hospital-initiated change of appointments
- Use all available transactional and Customer Relationship Management (CRM) systems to schedule/reschedule customers' appointments and resolve enquiries
- Conduct on the job (OJT) training and provide guidance to new and junior PSAs
- Assist supervisor in handling of escalated calls and emails and be able to apply service recovery where applicable
- Assist Supervisor in training and updating information for WH Chatbot
- Perform other duties as requested by Supervisor and above
- GCE “O” Levels, NITEC, Diploma with at least 2 years of Contact Centre or Customer Service experience in a healthcare environment
- Experience in using and being familiar with the Next Generation Electronic Medical Record (NGEMR) is an advantage
- Strong team player, able to work in a fast paced and dynamic environment
- Strong communication skills and telephone etiquette
- Bilingual, with knowledge of various dialects or foreign language will be an advantage.
- Responsible for professionally handling customers' queries, appointments and referral of services, across all touchpoints [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 always assisting all enquiries
- 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, Abandon Rate 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
- Support other departmental hotlines where required
- 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
- Provide feedback and suggestions to Supervisor and participate in improvement initiatives
- Maintain hospital staff's contact details for emergency activations
- Activate and recall staff during emergencies and monitor their responses
- To contact internal staff for abnormal and critical results
- Manage hospital-initiated change of appointments
- Use all available transactional and Customer Relationship Management (CRM) systems to schedule/reschedule customers' appointments and resolve enquiries
- Conduct on the job (OJT) training and provide guidance to new and junior PSAs
- Assist supervisor in handling of escalated calls and emails and be able to apply service recovery where applicable
- Assist Supervisor in training and updating information for WH Chatbot
- Perform other duties as requested by Supervisor and above
- GCE “O” Levels, NITEC, Diploma with at least 2 years of Contact Centre or Customer Service experience in a healthcare environment
- Experience in using and being familiar with the Next Generation Electronic Medical Record (NGEMR) is an advantage
- Strong team player, able to work in a fast paced and dynamic environment
- Strong communication skills and telephone etiquette
- Bilingual, with knowledge of various dialects or foreign language will be an advantage.