Senior Customer Service Assistant

2 weeks ago

Singapore Home Nursing Foundation Full time

We are always on the lookout for people who care. People who have compassion for others and who understand the pivotal role home healthcare providers play in an ageing society like ours.

You’ll make a difference in many lives, and while challenging, the job offers a sense of personal fulfilment like no other. Embark on a meaningful career with HNF today

If you have what it takes, we love to hear from you

Kindly ensure that your NRIC no. is not stated in the resume.

**Responsibilities**:

- Assume the resource lead in Call Centre, providing escalation support to Call Centre Assistants.
- Provide prompt attention to patients’ enquiries and requests.
- Liaise between patients/ families and clinical team to deliver optimum level of service to every patients’ family.
- Responsible for the daily execution of assigned admin duties, such as Photocopying of referrals, receipt of business mall, etc.
- To provide on the job trainings to new staff deployed to assume/cover Call Centre duties.
- To work with Ops Executive on pushing new initiatives for Call Centre.
- Retrieve referrals from the Agency for Integrated Care (AIC) e-Referral system.
- Convert referrals received into the IHCS.
- Prepare 2 sets of same referral - a comprehensive set for the Nurse and a simplified set for the Social Welfare department.
- Hand over both sets of referrals to the Nurse Clinician (NC) for triage.
- Distribute copy of referral after completion of triage to Social Welfare Department.
- Verify in IHCS if the clinical staff had conducted the 1st home visit within 7 days of receiving referrals and update admission status in AIC e-Referral system accordingly.
- Key in new cases daily into the public drive.
- Liaise with referring sources, AIC and clinical staffs when required to facilitate the dissemination of information from one organization to another (such as discharge summary, patient withdrawal etc).
- Assist in updating patient profiles/contact details.
- Assist in scheduling emergency or non-urgent appointments.
- Manage the filling and storage of discharged patients’ dockets.
- Provide coverage duties to customer service counter when shortage of manpower.
- Any other related duties as directed by the said reporting officer.

**Job Requirements**:

- Min GCE “O” Level with at least 3 years of relevant work experience
- Pleasant disposition with good communication skills and telephone etiquette
- Preferably bilingual in English and Chinese/Malay/ Tamil
- Computer literate and ability to multi-task
- Experience in customer service / call centre will be advantageous

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