Care Concierge, Service Quality

**About Us**:
**NTUC Health Co-operative Limited (NTUC Health)** is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on close to three decades of experience and expertise, NTUC Health is among the largest providers of active ageing, senior day care, nursing home, and home personal care services in Singapore. We also serve vulnerable seniors in selected areas in Singapore through Community Case Management Services (CCMS), CREST mental health support, and a sheltered senior group home. In addition, we run a family medicine clinic.

Our purpose is to achieve ‘health for life'; enabling healthy and fulfilling years by being a trusted partner of seniors and their families in our community.

You will be responsible for assisting with the onboarding of Nursing Home residents and ensuring that they continue to receive the quality of care as described in NTUC Health Care Philosophy and Service Standards.

Customer Journey Experience
- Act as the main liaison and single point of contact (Care Concierge) for next-of-kin of our nursing home residents.
- Engage caregivers and residents at the pre-admission stage to address any concerns or anxieties and to better understand the specific needs of the resident.
- Conduct pre-admission counselling sessions to help caregivers understand the fees, services provided, philosophy of care, living conditions and expectations of residents and next of kin.
- Receive the resident on the day of admission, conduct orientation and ensure that the resident settles in well to the new environment.
- Actively engage residents and caregivers throughout the period of stay and address any concerns that may arise by working together with the multidisciplinary care team.
- Be involved in multidisciplinary discussions as part of patient-centered/directed care planning by providing relevant information of residents' social background, preferences and habits.

Service Quality
- Help to develop and maintain important touchpoints for the resident journey from pre-admission to discharge.
- Assist in the measuring and monitoring of customer satisfaction via residents focus groups, periodic audits, residents satisfaction surveys, etc.
- Assist the manager in implementation of internal and external service recognition programs and events e.g. annual Service Excellence Award.
- Provide inputs during team meetings on service gaps based on the feedback received and propose service initiatives and training programmes for continuous improvements.

As a Care Concierge, you will be interacting with residents from all walks of life. Many of them have multiple medical conditions which may affect their behaviour and disposition. To succeed in this role, you must enjoy interacting with people from diverse backgrounds, be empathetic and be able to appreciate their point of view. This is not a desk-bound job and will require constantly being on the move. The joys of the job come in appreciation from residents and their next-of-kin as transitioning to a new living arrangement can be challenging. Not to mention grateful colleagues as your value add to their work and the resident experience

**Qualifications**:

- Recognized diploma or degree,
- At least two years of work experience, preferably requiring interaction with a diversity of people
- Knowledge of geriatrics or experience caring for the elderly (eg; being a caregiver or volunteering) an added advantage
- Knowing multiple local spoken languages or dialects will be advantageous
- People-oriented, willing to work the ground

**Skills**:
Documentation And Administration

Customer Service

Service Quality Management

**Other Information**:
**Location**:

- Chai Chee Nursing Home

Additional Advantageous Skills:

- Appreciation and sensitivity to multicultural preferences and nuances