COMPANY DESCRIPTION
Founded in 1976, Home Nursing Foundation (HNF) is a leading charity that provides home healthcare services in Singapore, regardless of our patients ability to pay. Dedicated to all-round support for our patients, HNF delivers comprehensive care programmes to look after patients emotional well-being and healthcare needs.Our HNF Wellness Day Care & Rehabilitation Centres offer an array of social activities, social support and holistic healthcare services to help our elderly stay independent in their own community.
RESPONSIBILITIES
Customer Service
- Provide prompt, courteous, and accurate responses to patients and caregivers enquiries via phone, email, and other approved communication channels.
- Act as a liaison between patients/families and internal stakeholders to ensure seamless service delivery and a positive patient experience.
- Ensure continuity and clarity of communication, with prompt follow-up when addressing queries or relaying information between internal stakeholders and enquirers.
- Handle service-related issues sensitively and escalate matters appropriately when required.
- Provide coverage at the customer service counter during periods of manpower shortage or operational need.
- Assist in scheduling emergency and non-urgent appointments in accordance with operational protocol
Referrals & Admissions Management
- Retrieve and manage referrals from the Agency for Integrated Care (AIC) e-Referral System in a timely manner.
- Process referrals, including admissions, transfers, and withdrawals, accurately within the HNF Electronic Medical Record (EMR) System in accordance with required timelines.
- Inform relevant clinicians to triage referrals and coordinate assignment to the Clinician-in-Charge.
- Coordinate with the Social Work Department's administrative staff to retrieve Means Test results to support subsidy verification.
- Liaise with referring sources, AIC, and internal clinical and administrative teams to facilitate the timely exchange of information (e.g. discharge summaries, referral updates, withdrawal notices).
- Update and maintain accurate patient profiles, contact details, and referral information in the EMR system.
Training & Continuous Improvement
- Support the Operations Executive to implement and support new Call Centre initiatives, process improvements, and service enhancements.
Other Duties
- Perform any other related duties assigned by the Reporting Officer to support departmental and organizational objectives.
QUALIFICATIONS- Minimum GCE O Level with at least 3 years of relevant work experience.
- Proficiency in English. Proficiency in Chinese, Malay, or Tamil is an advantage for communicating with non-English-speaking clients.
- Strong communication and interpersonal skills, with a pleasant, service-oriented disposition and professional telephone and email etiquette.
- Computer literate, with the ability to multi-task effectively and demonstrate strong coordination and follow-up skills in a fast-paced environment
- Prior experience in customer service or call centre will be advantageous.
Please note that your application will be sent to and reviewed by the direct employer - Home Nursing Foundation
