Senior/ Patient Services Associate, Call Centre (SNEC)

OBJECTIVE

As a Patient Services Associate, you are responsible for attending to calls, faxes, emails and other forms of interactions (including but not limited to live chats, messaging) from patients, patients’ family members, members of public, other government agencies, other public and private health institutions and SingHealth staff with regards to general enquiries, appointment related matters. You are accountable to deliver institution/ department and personal KPIs set. 

RESPONSIBILITIES

• Responds to callers in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution when possible.

• When first call resolution is not possible, to escalate the matter to a supervisor for assistance and advice.

• In the event that the escalated party is outside the call centre, to take note of the timelines and ensure follow up in a timely manner.

• Attends to assigned emails and faxes in a timely and accurate manner by providing complete information in a clear and comprehensive manner.

• Handle and resolve complaints whenever possible. Should there be a need to escalate complaints, to do so in a timely manner by providing all the facts and findings to the supervisor / colleagues in other departments.

• Answer incoming and make outgoing calls in a timely manner and in accordance with the Standard Operating Procedures.

• Re-direct/ escalate the calls/ emails/ faxes to the appropriate departments if the issue is not related to the scope of work for appointment related matters.

• Assist to collect and collate information or statistics as and when requested by the supervisors.

• Make / cancel / modify appointment bookings from all sources of referrals that come through as phone calls, emails, faxes or other channels as and when introduced by the institutions or Call Centre.

• Assist to conduct surveys as and when requested by supervisors

• Provide Cal Back Assist (CBA) to callers as and when assigned by supervisors

SKILLS, KNOWLEDGE AND EXPERIENCE

• Good communication and interpersonal skills with public and colleagues

• Good situational handling skills when attending to difficult patients

• Good teamwork and organization skills

• Able to thrive in a fast-paced environment

• Able to commit to 5.25 work week (alternate Saturdays)