Job Description

• JOB PURPOSE

Be the voice of the organisation in providing high quality standards of service to our customers

• MAJOR DUTIES & RESPONSIBILITIES

Operational * Handle customer queries, appointments, and service referrals across all communication channels using transactional and CRM systems, providing accurate, complete information and exceptional assistance service.

• Ensure timely follow-up on customer requests and coordinate with relevant departments to meet promised timelines.
• Serve as primary contact for non-subsidised patients, delivering personalised, end-to-end concierge support including appointment coordination and medical procedure scheduling.
• Manage challenging customers using established escalation procedures and ensure thorough documentation and case categorisation.
• Conduct post-discharge follow-up calls to patients or next of kin and support other departmental hotlines as needed.
• Manage emergency staff activations, maintain staff contact details, and communicate critical results to internal teams.
• Work collaboratively to achieve contact centre KPIs, including personal productivity targets and department metrics like Service Level and Abandon Rate.
• Maintain strict adherence to policies, processes, and procedures whilst providing feedback for service improvements
• 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

General * Ensure patient confidentiality and confidential documents must be kept safely at all times

• Perform daily housekeeping of workstation to maintain neatness
• Provide support to other ground operations when required
• 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
• Good writing skills
• Strong communication skills and telephone etiquette
• Competent in Microsoft Office & CRM
• Familiar with basic medical terminology will be an asset
• 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), 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.

Skills Required