Contact Centre Executive

3 weeks ago


Singapore Recruit Express Pte Ltd Full time
  • Assist the Assistant Manager/ Manager to supervise a team of ground operations staff
  • Ensure smooth operation of direct admission, air evacuation, management of patient medical appointments and all patient liaison services
  • Review existing work processes/workflows, and propose continuous improvement to the processes/workflows
  • Develop and implement new operational workflows to support the department's work
  • Manage and co-ordinate appointments of VVIP/VIP with the respective internal stakeholders to ensure that the whole medical journey is seamless
  • Host VVIP/VIP visitors and coordinate the visit with all the stakeholders involved to ensure the visit goes smoothly
  • Perform frontline counter duties at times

Team Development

  • Provide On-Job Training(OJT) to new colleagues as assigned
  • Coach and mentor ground team
  • Develop and refine training materials and manuals
  • Assist Assistant Manager/ Manager to organize roll-calls and briefing sessions
  • Be an effective lead to promote collegiality and teamwork within the department and hospital

Service Quality

  • Assist Assistant Manager/ Manager to attend to complaints
  • Investigate complaints and incidents
  • Analyze service issues and proactively develop effective solutions to solve operational and systemic problems
  • Write written replies to complainants
  • Conduct quality audits to ensure high service standards and adherence to procedures and guidelines
  • Actively participate as a member or team lead in quality improvement projects at department/division/hospital level

Administrative and Support Functions

  • Responsible for managing fixed assets and equipment of the department (phone, IT systems)
  • Ensure equipment are working and liaise with the vendors or internal departments to resolve issues expeditiously to ensure minimal downtime
  • Troubleshoot any technical problems encountered by the team
  • Support in the collation of operational and management reports generate accurate statistics for management's decision making
  • Ensure all documents and data are properly stored, filed and disposed of in accordance to hospital's data governance polices

General

  • Participate in hospital-level projects and workgroups
  • Organize meetings, write meeting minutes and follow-up on meeting action points at department/division/hospital level
  • Participate in emergency planning exercise and render support in any hospital emergency or incidents when required
  • Assist to carry out any other duties assigned

REQUIREMENTS

  • Bachelor's Degree in any discipline
  • At least 2-3 years working experience in healthcare industry or any service-related industries, especially in frontline or customer-fronting roles
  • Good communication and interpersonal skills
  • Confident and able to interact with people of all levels - patients, next-of-kin, VVIP/VIP, business partners and internal stakeholders such as doctors, nurses and senior management
  • Meticulous and possess good organisational and coordination skills
  • Excellent team player with leadership qualities
  • Able to think on the feet and solve problems and make sound decisions
  • Able to handle pressure and multi-task in a fast-paced environment

For interested candidates, please send your most recent and updated resume to [HIDDEN TEXT]

Subject heading: Contact Centre Executive

Andrea Eunice Tan Min Er

(R23112594)

Recruit Express Pte Ltd

EA License No. 99C4599



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