Job Description

Job Summary

This candidate will need to deliver services as required and meeting Key Performance Indicators (KPIs) for pre-enlistees (PE) medical screening process. This will require a committed, resourceful self -driven individual who is highly customer orientated, write and speak well, result and process orientated, detailed and meticulous, anticipatory in identifying gaps and problem solving, own issues arising especially for the more complex cases and issues to achieve efficient, quality and timely delivery of the services.

Key Accountabilities / Responsibilities

• Process transactions and cases as necessary
• Handle day to day operations
• Identify and resolve operational issues in a timely manner.
• Ensure control measures are monitored to meet KPIs.
• Build rapport and work effectively with all stakeholders.
• Present and escalate issues at root cause as necessary in a timely manner to the correct parties for resolution
• Proactively intervene and own the resolution of issues and complex cases which may involve direct communication through emails and calls with end-customers.
• Respond to and follow up customer cases directly, analyse and provide inputs for cases related to PEs.
• Review and enhance existing processes for consistent service quality and improved end-to-end outcome and innovate for service enhancement, efficiency, and value adds.
• Work with Public Healthcare Institute (PHI) and private hospitals for appointments management and referrals.
• Work with various team to set up and fine tune new processes related to PHI.
• Prepare reports for KPI reporting.

Job Specifications

EDUCATION

Degree or equivalent

EXPERIENCE

At least 1-3 years in a similar capacity

SKILLS

Proven experience in operations or relevant scope

Highly self-motivated, process and performance- driven

IT savvy and understand technology

Excellent interpersonal, communication and presentation skills

Energetic, Initiative and proactive

Analytical with decision making and good problem solving skills

Last Updated

Date of Update :

16 August 2022

ST Engineering