- Provide quality service to seniors and their caregivers so that they can access the various national long-term care schemes seamlessly
- Collaborate with stakeholders such as long-term care providers and general practitioners to assist seniors in their scheme application
- Handle and manage case-specific queries to ensure clients needs and concerns are met
- Conduct investigation and fact-finding into complex cases escalated, and propose and execute solutions to resolve these casesSenior Executive, Client Grants - Enquiries
Enquiries management:
- Investigate and resolve clients enquiries.
- Fact finding for escalated cases such as family dispute, appeals and reported cases of alleged fraud etc
- Assist nursing homes on all scheme-related transactions i.e. application, payment, admission and discharge matters to ensure correct grants usage
Handling of status requests
- Promptly reply external and internal stakeholders on the status request for all scheme-related transactions Ensuring proper approvals are sought before releasing of status requests.
Stakeholder engagement and communication
- Establish strong rapport with the relevant stakeholders such as MOH, MOM, CPF Board, nursing homes etc.
- Act as a reliable point of contact for all nursing homes, ensuring the enquiries are acknowledged and addressed.
Perform secretariat duties and any other ad-hoc assignments.
- Record meeting minutes.
- Assist on ad hoc duties.
- Maintenance of a proper repository on workflows, SOPs and archival records that serves as useful reference for making decisions.
Job Requirement:
- Degree in business management or any discipline with minimum 3 years of working experience.
- Good interpersonal skills and able to engage stakeholders and manage complex customer service/ feedback related issues.
- Possess excellent writing, verbal communication and customer service skills, with the passion and patience to serve the seniors
- Able to keep calm and composure at high pressure situation.
- Good problem-solving skills to achieve the best outcome for the client and service provider.
- Able to work independently and as a team player, with motivation to learn and progress as a team
- Adaptable to changes
- Perform feedback aggregation and analysis to identify areas for improvement in order to provide a better service to the seniors and their caregivers
- Prepare reports and submissions regularly to senior management and other governments agencies to review case outcomes and processes
Job Requirements:
- A degree in any discipline preferably with experience in customer service and behavioural insight is preferred
- Possess excellent writing, verbal communication, and customer service skills, with the passion and patience to serve the seniors
- Organised, resourceful, strong problem-solving ability, able to multi-task and work efficiently in a fast paced environment
- Able to work independently and as a team player with motivation to learn and progress as a team
