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Patient Information Associate
2 weeks ago
Press Tab to Move to Skip to Content Link
Select how often (in days) to receive an alert:
Create Alert
Handles customer enquiries or concerns. Uses company resources, call centre policies, and procedures to provide complete and accurate responses. Follows processes in accordance with organizational standards to ensure correct handling, accuracy, and operational effectiveness.
MAJOR DUTIES AND RESPONSIBILITIES
(A) SPECIFIC
Patient Relations
Identify, handle, and resolve caller enquiries using all modes of communication such as calls, SMS, email, web chat, and fax.
Apply customer service policies and educate callers on services offered, including providing pre-consult advice and/or information to callers.
Assist doctors and patients in changes of appointments by re-scheduling appointments in the outpatient computer system and establish contact with patients to inform them of the changes.
Maintain confidentiality of patient's information and adhere to PDPA guidelines.
Respond to patient's feedback/complaints before referring to Supervisor, Executives, or Manager.
Contribute as part of a team to deliver contact centre goals of TSF 80% in 20s, 85% or higher in call quality score, and
Operational
Respond to emergency activation with speed and accuracy.
Ensure that hospital contact list is updated in all messaging systems at all times.
Facilitate IDD calls connection for staff and patients.
Review own performance through feedback or reports, and ensure optimal performance to meet department goals and objectives.
Update others on new information or changes received.
Respond to HMS with speed and accuracy within
GENERAL
Perform daily housekeeping of workstation to maintain neatness and ensure confidential information is safely kept at all times.
Report faults (telephone lines & equipment) to Facilities department.
Ensure teamwork and participate in all activities related to the smooth running of the department.
Attend continuing education and in-house training regularly to maintain competency.
Participate in internal department tests, quizzes, and audits.
Exercise cost-saving and adopt environmentally-friendly measures at all times.
Identify areas for improvement or participate in improvement projects.
Volunteer at least twice a year in organization and/or community activities.
Perform other duties as requested by Senior PIA, Supervisor, Executive, or Manager.
JOB REQUIREMENTS
(A) EDUCATION, TRAINING, AND EXPERIENCE
Minimum GCE 'N' / 'O' level with at least 2 years of relevant experience.
Exceptional verbal and written communication skills. Ability to speak dialects or third languages is an advantage.
Call centre background or healthcare industry experience preferred.
Able to organize and communicate information clearly.
Problem-solving and analytical skills.
Positive, professional, and customer-oriented attitude.
Independent, mature, confident, able to work under pressure, and a team player.
Computer skills including fast and accurate keyboarding skills.
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