Job Description

Overview and purpose of the position
The Care Manager Associate works under the supervision of the Senior/Care Manager to support the day-to-day operations of the Virtual Care Centre (VCC) within Alexandra Hospital to provide direct medical advice and support for patients who have received treatment in Alexandra Hospital via a 24/7 medical hotline. The hotline is managed by a multidisciplinary team of care managers, doctors, and nurses with an aim to reduce unnecessary ED visits, UCC re-attendances and readmissions, keeping care in the community as much as possible. This role is expected to support subsequent expansion plans for VCC at the NUHS cluster level and beyond (including expansion to NUH, NTFGH, NUP polyclinics, national centres, community, and the public).
Accountabilities

• Attends to medical queries received via a 24/7 integrated telephone hotline (NUHS Virtual Care Centre, VCC) that forms a network for triaging patients, and provides an avenue to caregivers and community partners to connect with Alexandra Hospital for information relating to the health and well-being of patients and clients within Queenstown community.
• Triages all calls and obtains the relevant medical information for escalation to the VCC Nurse or VCC Doctor.
• Directs the caller to contact 995 for conditions that require immediate attention.
• Ensures that all calls' information is captured accurately in the call system and NGEMR (EPIC).
• Participate in activities that contribute towards the improvement of patient care, including professional development sessions to develop relevant areas of knowledge, skills, and attitudes.
• Participate in projects and/or community events organized by Alexandra Hospital or partners within Queenstown community.
• Contribute learning and sharing post conference at department's huddle sessions.
• Any other duties as assigned by Reporting Officer.

Performance Indicators

• Manages medical queries and escalates to the appropriate medical provider for follow-up during or after office hours.
• All calls to be attended to within the service level agreement timeframe.
• All calls to be resolved within the service level agreement timeframe.
• Ensure clear and complete documentation of all medical escalation and interventions within CRM.
• Navigates non-medical calls to appropriate parties.
• To attend to a minimum of 80 calls per month
• To achieve 90% accuracy in the completion of CRM forms for all medical-related calls on a weekly basis.
• Ensure that at least 95% of all medical related calls receive a post-call survey within 48 working hours.
• Successful contributions towards improvement of patient care.
• Successful completion of other relevant assigned duties.

Qualification Required and Area of Discipline

• Diploma or equivalent professional qualification in Nursing, Social Work or Allied Health, Health Services Management, Health Management & Promotion.
• *Those with Nitec in Nursing and has relevant working experience in clinics or contact centre will be considered.
• *Eg. 'A' Levels with more than 10 years of working experience in a contact centre environment and is currently in a leadership role.

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)

• Preferably with 3 to 5 years of working experience in healthcare industry, contact centre environment and/or service-related industry.
• Ability to perform 24/7 shift work is required for this role.
• Pleasant disposition, approachable, with strong communication and interpersonal skills.
• Ability to use local languages and dialects will be an added advantage, especially coupled with experience interacting with and managing patients and caregivers.
• Analytical with good listening and problem-solving skills.
• Comfortable with ambiguity, unchartered territory, enjoy challenges and problem solving.
• Equipped with basic computer skills in MS Words, Excel and PowerPoint.

If the role sounds interesting to you, please contact 'careers_alexandra@nuhs.edu.sg' to understand more on the role. Please indicate the position that you are interested in the subject heading.
*Only Singapore Citizens and Singapore Permanent Residents may apply.

Skills Required