To support and ensure effective delivery of tele-triage, telemonitoring services at the customer contact centre. Assist the Manager and Supervisor in training of the team and provide clinical advice, as required
Job Responsibilities
Clinical Triage & Assessment
- Gather triage information and assess patient health concerns through various communication modes to determine appropriate care pathways
- Streamline the triage process to reduce waiting times for emergent care or specialist consultations
- Communicate complex triage calls with relevant clinicians
- Provide health advice according to established guidelines and protocols
Customer Service & Communication Management
- Handle all patient and customer interactions across multiple channels (email, hotlines, live chats, faxes, letters)
- Understand caller requirements and provide complete and accurate information, going beyond the call of duty in assisting all enquiries
- Manage difficult patients/customers and follow up with proper escalation procedures
- Ensure proper documentation and categorisation of all cases
- Support other departmental hotlines where required eg. NurseFirst, Appointment and General Enquiries
Appointment & Scheduling Management
- Use transactional and CRM systems to schedule and reschedule patient/customer appointments and resolve enquiries
- Manage hospital-initiated appointment changes
- Ensure timely follow-up of patient/customer requests by liaising with appropriate departments to meet promised timelines
Emergency Response & Critical Communications
- Maintain hospital staff contact details for emergency activations
- Activate and recall staff during emergencies and monitor their responses
- Contact internal staff regarding abnormal and critical results
Quality Assurance & Performance Management
- Work as a team to deliver contact centre goals and metrics (Service Level, Abandon Rate, personal productivity)
- Maintain high-level adherence and compliance towards policies, processes and procedures
- Conduct post-discharge follow-up calls to patients or their next of kin
Service Improvement & Feedback
- Provide feedback on patient/customer comments and requests to reporting officers for service or process improvements
- Offer suggestions to supervisors and participate in improvement initiatives
- Assist supervisors in collating data for outcome tracking, trending and reporting
Other duties include:
- Ensure patient confidentiality and confidential documents must be kept safely at all times
- Perform daily housekeeping of workstation to maintain neatness
- Provide support to other ground operations when required
- Perform other duties as requested by Supervisor and above
Requirements
- Professional certificate/Higher NITEC, Diploma, Advanced/Higher/Graduate Diploma holder, Bachelor's Degree, Post-Graduate Diploma, Professional Degree holder
- At least 1 to 3 years of experience in healthcare and/or community setting
- Non-registrable Doctor or equivalent is an advantage
- Registered Nurse with Singapore Nursing Board or equivalent is an advantage
- Customer-oriented with strong interpersonal and communication skills
- Experience in Emergency department, Ambulatory care, Care Co-ordination or previous telephone consultation is an advantage
- Converse in English and Mother Tongue language fluently
- Proficient in computer navigation and administrative skills
- Able to work rotating shifts
- This will be a 2-Year Contract position
Please be informed that only application submitted through NHG Career Webpage (corp.nhg.com.sg/Careers), WH Career Webpage (whc.sg/joinus), Jobstreet Singapore (jobstreet.com.sg), Singapore Medical Association (sma.org.sg), MyCareersFuture.sg, LinkedIn and WH appointed recruitment agencies will be considered. If you are accessing this job posting from another recruitment channel, please visit the official channels mentioned above.
