Senior Executive, Care and Call Centre, RHSO(2350)
1 month ago
As a Senior Executive, you are responsible to support the day-to-day operations of the Care and Call Centre (CareHub) to meet CareHub’s service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.
You will work closely with stakeholders and the CareHub team including Call Centre Officers (CCOs) who are helming CareHub, to draft, develop and implement requirements (including IT systems) and collaborative workflows and SOPs to bring plans into reality dovetailed to implementation timeline, organisation’s strategies, priorities and national’s directives. You will ensure that CCOs are properly trained and supported by a relevant knowledge management system to support handling of enquiries in the most professional and timely manner.
You will have the opportunity to support the developmental plans and partnerships of CareHub by driving and facilitating conversations with stakeholders and community partners to further develop CareHub and review CareHub’s functions and initiatives which improve outcomes in tandem with the wider community ecosystem.
Another key accountability is data visualization and reporting of CareHub’s KPIs and standards to stakeholders and senior management in a timely manner. You are passionate about service and innovation with a quality improvement mindset and shall play an active role in sustaining the team’s positive and service oriented culture.
You will have the opportunity to be exposed to other functions / roles in the division if you have the capability to take on concurrent roles.
Key accountabilities but not limited to:
- Support the day-to-day operations of the CareHub including being the point of escalation when required, in line with CareHub’s service standards, key performance indicators (KPIs), developmental plans and organisation’s policies
- Support in the implementation of CareHub’s functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timeline
- Facilitate collaborative conversations and change management with presentation slides internally and with stakeholders to further develop CareHub’s functions and facilitate adoption of new/improved workflows and SOPs
- Support in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHub’s standards and KPIs.
- Risk management incorporated in workflows and SOPs
- Ensure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management system
- Data visualization and reporting of CareHub’s KPIs and standards to stakeholders and senior management in a concise and timely manner
- Utilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub
- Keep abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners
Requirements
- Good bachelor’s degree in any discipline.
- Preferably with relevant Contact Centre / healthcare and operations related experience
- Have experience with project management and working collaboratively with stakeholders at all levels to successfully deliver outcomes / meet project milestones
- Highly adaptable and responds with resilience when faced with multiple demands, shifting priorities and ambiguity
- Highly independent, self-motivated and collaborative in team setting
- Good analytical and organization skills with attention to details
- Excellent interpersonal, communication, presentation, writing and problem solving skill
- Ability to analyse complex issues, identify and communicate potential solutions to get buy-in
- Ability to interpret data, visualize and derive insights to drive outcomes
- Positive attitude with a customer experience mindset
- Possess Quality improvement (QI) mindset to ensure standards are relevant, maintained and CareHub is constantly innovating to be better
- Proficiency with data visualization / processing and Microsoft suite of applications (eg. Excel, Powerpoint, Word)
Tell employers what skills you have
Healthcare Industry
Customer Experience
Change Management
Quality Improvement
Healthcare
Translating
Knowledge Management
Problem Solving
Risk Management
PowerPoint
Adaptable
Project Management
Attention to Details
Writing
Accountability
Data Visualization
-
Singapore National University Health System Pte. Ltd. Full timeAs a Senior Executive, you are responsible to support the day-to-day operations of the Care and Call Centre (CareHub) to meet CareHub's service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.You will work closely with...
-
Singapore NUHS Regional Health Services Office Full timeAssistant Manager/Senior Executive, Social Care, RHSO(3351)Assistant Manager/Senior Executive, Social Care, RHSO(3351) Psychology, Counselling & Social Work (Healthcare & Medical) Full time Add expected salary to your profile for insights The Position Holder will be responsible for engagement of partners and internal stakeholders to augment NUHS' role as...
-
Senior Manager, CDPM, RHSO(6193)
4 weeks ago
Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full timeRoles & ResponsibilitiesOverviewThe NUHS Regional Health System (RHS) comprises of NUHS institutions, associated government and regulatory authorities and community partners that work together to look after the health of the population in the West. The Ministry of Health (MOH) has been co-creating SG Health, a population based approach to health and...
-
Student Care Centre Admin. Executive
4 weeks ago
Singapore Bethesda CARE Centre Full timeRoles & ResponsibilitiesBrief DescriptionReporting to the Centre Manager, the incumbent for SCC Admin. Executive position will work closely with the Centre Manager to provide administration and operational support to BCARE Joy Connection (JOYC).Job ResponsibilitiesI Administration1. General administrative duties including but not limited to the following:a....
-
Student Care Centre Admin. Executive
4 weeks ago
Singapore Bethesda CARE Centre Full timeRoles & ResponsibilitiesBrief DescriptionReporting to the Centre Manager, the incumbent for SCC Admin. Executive position will work closely with the Centre Manager to provide administration and operational support to BCARE Joy Connection (JOYC).Job ResponsibilitiesI Administration1. General administrative duties including but not limited to the following:a....
-
Singapore National University Health System Pte. Ltd. Full timeAs a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub's service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community...
-
Assistant Call Centre Manager
1 week ago
Singapore 101 HAIR CARE CENTRE PTE. LTD. Full time**JOB RESPONSIBILITIES: - Lead a team of call centre agents to hit team KPI Achieve personal KPI Administrative duties and KPI reporting to management Handle incoming calls, queries and feedback Appointment management for customers Allocate customers data to team members and track status Assist call centre manager in call centre daytoday operations**JOB...
-
Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full timeRoles & ResponsibilitiesAs a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub's service standards, key performance indicators (KPIs) and deliver a positive customer experience for...
-
Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full timeRoles & ResponsibilitiesAs a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub’s service standards, key performance indicators (KPIs) and deliver a positive customer experience...
-
Student Care Centre Supervisor
1 week ago
Singapore Raffles Student Care Centre Full timeRaffles Student Care manages community and school-based Student and Kindergarten Care centres around Singapore since 2008. We inculcate values and develop life skills in our children to prepare them for life. Situated conveniently in multiple locations such as Hougang, Sengkang, Punggol, Fernvale, Ang Mo Kio, Woodlands, Tampines, Pasir Ris, Katong and Jurong...
-
Centre Manager, Senior Care Centre
2 months ago
Singapore All Saints Home Full timeRoles & ResponsibilitiesCentre Manager (Senior Care Centre)The Centre Manager is responsible for managing and supervising a team to ensure the smooth operations of the Silver Lifestyle Club. Duties include delivery of quality care, staff management, process innovation, resource deployment, clients’ engagement, feedback and compliance.Roles &...
-
Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full timeAs part of the national HealthierSG initiative to transform the way healthcare is delivered, NUHS Regional Health System Office (RHSO) is setting up a Care and Call Centre (CareHub) to support the western population through phone calls, telemedicine and digital communication platforms to become healthier and take charge of own health.You will be responsible...
-
Dental Assistants @Jurong West
4 weeks ago
Singapore SUCCESS RESOURCE CENTRE PTE. LTD. Full timeRoles & Responsibilities- Permanent- Shift hours- Jurong West- $1800 – $2350 + AWSJob Responsibilities: Assist dentists / dental hygienists in all forms of dental treatment Attend to all patients seeking treatments and/or making enquiries at the clinic promptly and courteously. Maintain and ensure cleanliness of the clinic and treatment room Maintain...
-
Centre Supervisor
3 months ago
Singapore WECRUIT PTE. LTD. Full timeRoles & Responsibilities 5 days work week – Office hours Attractive Bonus Pay & Staff Benefits Oversee the running of the Senior Care Centre (SCC) and its services.Job Description: Work with centre nurse and care staff to ensure clients specific needs (ADLs) are met. Take charge of daily operations, and care provisions of clients, supervise and deploy...
-
Staff Nurse @ Senior Care Centre
1 week ago
Singapore ACTIVE GLOBAL RESPITE CARE PTE. LTD. Full timeRoles & ResponsibilitiesJob Purpose:Do you want to make a difference in someone else's life as a staff nurse? Active Global wants YOU to be part of our familyJob Description:Key person in setting up and upkeep of clinical/medical protocols pertaining to client needs, from onboarding to discharging. Assessment for new case referrals and reassessment of...
-
Staff Nurse @ Senior Care Centre
3 months ago
Singapore ACTIVE GLOBAL RESPITE CARE PTE. LTD. Full timeRoles & ResponsibilitiesJob Purpose:Do you want to make a difference in someone else’s life as a staff nurse? Active Global wants YOU to be part of our family!Job Description: Key person in setting up and upkeep of clinical/medical protocols pertaining to client needs, from onboarding to discharging. Assessment for new case referrals and reassessment of...
-
Admin Executive
4 weeks ago
Singapore PAP COMMUNITY FOUNDATION Full timeRoles & ResponsibilitiesOverviewPCF Sparkle Care is an integrated eldercare facility. The Senior Care Centre provides centre-based community care services for seniors who are physically frail and in need of supervision during the day while their loved ones are at work.Admin Executive - Senior Care CentreJob Description:· Manage admin and performance related...
-
Singapore Care Corner Seniors Services Ltd Full timeCOMPANY DESCRIPTIONCare Corner Singapore Ltd was founded in 1981, in a climate of changes in the early 1980s, as economic competition in the region intensified and the rift between the wealthy and the lower-income in particular the Chinese blue-collar workers, widened. Rev Tan Tien Ser and a group of passionate individuals believed that these marginalised...
-
Call Centre Trainer
4 weeks ago
Singapore TELE-CENTRE SERVICES PTE LTD Full timeRoles & ResponsibilitiesJob Description: Conduct training for new staff on the product knowledge. Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives. Align, review and improvise on internal quality standards and procedures. Conduct...
-
Healthcare Assistant Senior Care Centre
1 week ago
Singapore ABER CARE PTE. LTD. Full timeYou will be an integral part of the team to provide nursing care to acute patients at the Nursing Home or Day Care Centre. Support and provide assistance to the Nursing staff in providing the residents with basic hygiene and personal care on a daily basis Assist in Bathing and Changing of Diaper Participates and facilitate in both on and offsite activities...