Senior/Associate Executive (Call Centre)

Key Responsibilities

• Handle incoming calls, emails, and communications from patients regarding surgical appointments, procedures, and general enquiries
• Process enquiries from insurance companies related to patients surgical information
• Schedule, reschedule, and cancel surgical appointments in accordance with clinic protocols and patient needs
• Provide accurate information on surgical procedures, pre-operative requirements, and post-operative care instructions
• Coordinate with clinical teams to ensure optimal appointment scheduling and effective resource utilisation
• Manage patient complaints and concerns professionally, escalating complex issues to supervisors when required
• Achieve and maintain Contact Centre KPIs, including service level targets, call quality standards, and low drop-call rates
• Coordinate pre-operative processes, including appointment scheduling, assessments, and patient education on preparation requirements
• Facilitate post-operative care by providing recovery guidance, medication instructions, and follow-up appointment coordination
• Support interventional procedure patients with procedural information, appointment booking, preparation guidelines, and post-procedure care instructions
• Liaise with surgeons, nursing staff, and other departments to ensure seamless patient care coordination
• Communicate appointment confirmations, reminders, and critical updates to patients in a timely manner
• Escalate urgent medical concerns promptly to appropriate clinical teams
• Maintain accurate and comprehensive documentation of patient interactions, appointment updates, and service requests in designated systems

Job Requirements:

• Diploma in any discipline with at least 2 years of relevant work experience, preferably in healthcare, customer service, or contact centre operation

• Excellent communication and interpersonal skills with strong coordination and multitasking abilities

• Strong problem-solving and critical thinking skills

• Proficient in Microsoft Office applications (Word, Excel, PowerPoint) and adaptable to learning healthcare information systems