Job Description

COMPANY DESCRIPTION
Established since 1987, ECON Healthcare Group celebrates more than 30 years of commitment to quality healthcare and eldercare services this year. As a regional provider for integrated healthcare servcies in Singapore, Malaysia and China, the Group incorporates a chain of medicare centres and nursing homes, hospital services, a careskill training centre, a chain of senior services centres, home care services, ambulance services, physiotherapy services and traditional Chinese medicine services. The Group also provides consultancy for the development and management of retirement living communities.
DESIGNATION : Customer Service Associate

RESPONSIBILITIES
Provide frontline services

• Welcome, greet and attend to residents, visitors and family of our residents in a professional manner
• Provide clear and concise information where appropriate on the telephone/video conferencing
• Direct queries to the relevant departments where applicable.
• Respond promptly to internal and external emails.
• Receive residents’ feedback and answer queries and when unsure, refer to relevant staff

Handle collection of Monthly Home

• Oversee payment collection procedures such as handling the collection of monthly payments (in cash or cheques)
• Ensure funds collection are tallied and accurate.
• Issue receipts accordingly
• Basic financial reconciliation for the centre (petty cash)
• Provide financial counselling where possible

Provide administrative support and duties

• Scheduling and liaison with hospitals for residents’ medical needs
• Arrange appointments with various institutions, e.g. ambulance bookings, medical appointments, visitations in the centre.
• Prepare and submit centre’s daily/weekly/monthly reports timely e.g. Daily Bed Occupancy Report
• Maintain and update customer documentation as needed, handle enquires
• Handle orders in CRM and deliveries from vendors including inventory management
• Assist CM/NM in relevant regulator reports, e.g. AIC, Training Records, etc
• Attend to telephone enquiries promptly
• Prepare meeting or training room or facilitate family conference. where applicable
• Facilitate visit from potential sponsors and orientate the premise
• Ensure work are is clean, neat and conducive.

Centre Operations

• Oversee the operations of service counters
• Contribute ideas to resolve customer problems to improve productivity
• Work within various teams to ensure outstanding customer service
• Maintain broad knowledge of customer products and services
• Organise and participate in centre activities with residents.
• Coordinate care among residents.
• when possible in residents’ activities

Other Duties

• Perform any other duties and responsibilities that may be assigned from time to time.

QUALIFICATIONS
Minimum GCE ‘N’ Level with good customer service background.
OTHER INFORMATION

Qualification

REQUIREMENTS 1. Minimum GCE ‘N’ Level with good customer service background. 2. Good interpersonal and communication skills. 3. Bilingual and knowledge of local dialects will be an advantage. (in order to manage feedbacks, compliments and complaints from local dialects speaking residents and staff to ensure the smooth operational flow with improvement when necessary.) 4. Pleasant disposition with excellent service and sales aptitude. 5. Excellent team worker and able to communicate well with all levels. 6. Has basic knowledge of MS Office; Words, Excel, etc. 7. Mature, dynamic, positive attitude and able to multi-task and resourceful. 8. Independent and able to work under minimum supervision. 9. Able to work in multi-cultural environment.