Senior/Patient Service Associate/ Associate Executive, Call Centre Shared Service
Join SingHealth’s Call Centre Shared Service and support the Radiological Sciences SingHealth (RSS) Call Centre, where you'll be the first point of contact helping patients navigate their healthcare journey across Singapore's largest public healthcare cluster. You'll provide essential support through multiple communication channels, ensuring patients receive the care coordination they need.
We are seeking Senior/ Patient Service Associate/ Associate Executives to handle patient communications and appointment coordination. You'll serve as a single point of contact for both Radiology and Specialist Outpatient Clinic appointments, improving the patient experience through seamless service delivery.
What You'll Do:
You will handle calls, emails, faxes, live chats, and other communications from patients, families, healthcare staff, and external agencies regarding enquiries and appointments. Your role involves booking, cancelling, and modifying appointments from various sources whilst achieving first-call resolution whenever possible. You'll coordinate Radiology appointments with Specialist Outpatient Clinic bookings, handle complaints and feedback, make reminder calls to reduce no-shows, and assist with data collection as required.
For Senior/ Patient Service Associate Executive positions, you'll manage escalated calls, investigate patient concerns within agreed timeframes, and collaborate with other departments to resolve complex issues. You'll identify process improvements, mentor new staff through on-the-job training, assist with system testing, and help update training materials and procedures.
Job Requirements:
- Higher NITEC/ NITEC/ GCE A/ O / Level
- Candidates with Diploma in service-related field can be considered for the Patient Service Associate Executive position
- Service industry experience preferred, fresh graduates welcome
- Strong team player with positive attitude and eagerness to learn
- Ability to engage people over the phone in a courteous, timely and professional manner