Associate Executive, Call Agent

22 hours ago


Singapore SINGAPORE CANCER SOCIETY Full time
Job Title: Associate Executive, Call Agent

At Singapore Cancer Society, we are seeking a highly skilled and motivated Associate Executive, Call Agent to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients and ensuring the smooth operation of our clinic.

Key Responsibilities:
  • Liaise with laboratory on patient results and ensure all cases are accounted for.
  • Liaise with NHGD team on support for mammogram screening.
  • Liaise with patients on their medical status.
  • Prepare all patient results and letters for mailing.
  • Collate daily screening numbers, prepare weekly and monthly reports.
Administrative Support:
  • Work with the respective departments to update website information, manage online enquiries and appointment bookings.
  • Frank mail and generate month-end usage report.
  • Support promotional effort of clinic services to CHAS clinics, social service agencies, corporations and community.
  • Coordinate patient referral cases received from CHAS clinics and other organizations.
  • Support off-site screening or vaccination efforts where applicable.
  • Assist with donations received and assist with managing donation box at reception counter.
  • Attend to all calls with the aim of providing callers with one-stop resolution at all times without the need for escalation unless absolutely necessary.
  • Obtain patient information for follow-up actions such as (but not limited to) screening clinic appointment bookings, query handling, liaison with SCS Departments for staff's action etc.
  • Explain eligibility criteria for screening provided at SCS and to provide guided alternatives to callers who do not meet screening eligibility criteria.
  • Update relevant stakeholders info in SCS LEAP system e.g make appointment bookings, changes, or cancellation for eligible patients.
  • Inform callers and assure them of SCS' journey with patients and their families (where applicable).
  • Attend to voice messages assigned to ensure callers are attended to within 2 working days.
  • Attend to outbound calls assigned to ensure patients who are due for re-screening are contacted promptly to make appointment bookings.
  • Attend to e-chat chatbot platform providing accurate responses to enquirers.
  • Work with volunteers who provide support to call management.
  • Maintain and improve quality results by adhering to standards and guidelines, recommending improvement in procedures (where applicable).
Requirements:
  • Minimum of 1 year of relevant call centre or customer service working experience preferred.
  • Call centre experience and/or familiarity with health screening and eligibility criteria is preferred.
  • Well versed in Microsoft Office software – especially in MS Excel & Word.
  • Effectively bilingual in English and Chinese (or dialect).
  • Customer-focused and possesses strong communication skills with ability to work under pressure.
  • Able to handle multiple tasks simultaneously.
  • Ability to handle all calls and information with confidentiality and be familiar with PDPA requirements.
  • Experience in matters related to cancer will be an advantage.
  • Initiative to step up and help co-workers in times of manpower constrain.
  • Able to contribute and work as a cohesive team.


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