Patient Information Associate

1 week ago


Singapore National Healthcare Group Pte Ltd Full time

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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

  1. Identify, handle, and resolve caller enquiries 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 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.
  4. Maintain confidentiality of patient's information and adhere to PDPA guidelines.
  5. Respond to patient's feedback/complaints before referring to Supervisor, Executives, or Manager.
  6. Contribute as part of a team to deliver contact centre goals of TSF 80% in 20s, 85% or higher in call quality score, and


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