Patient Information Associate
3 days ago
Handles customer enquiries or concerns. Uses company resources, call centre policies and procedures to provide complete and accurate responses. Follow processes in accordance with organizational standards to ensure correct handling accuracy and operational effectiveness.
MAJOR DUTIES AND RESPONSIBILITIES
(A) SPECIFIC
Patient Relations
1) Identify, handle and resolve caller enquires using all modes of communication such as calls, SMS, email, web chat and fax.
2) Apply customer service policies and educate callers on services offered, including providing pre-consult advice and/or information to callers
3) Assist doctor and patient in changes of appointments by re-scheduling appointments in the outpatient computer system and establish contact with patients to inform them of the changes.
4) Maintain confidentiality of patient's information and adhere to PDPA guidelines.
5) Responsible and responsive to patient's feedback/complaint before referring to Supervisor, Executives or Manager.
6) To contribute as part of a team to deliver contact centre goals of TSF 80% in 20s and 85% or higher in call quality score and
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