Senior Executive, Care and Call Centre, RHSO(2350)

3 weeks ago


Singapur, Singapore National University Health System Pte. Ltd. Full time
As a Senior Executive, you are responsible to support the day-to-day operations of the Care and Call Centre (CareHub) to meet CareHub's service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.

You will work closely with stakeholders and the CareHub team including Call Centre Officers (CCOs) who are helming CareHub, to draft, develop and implement requirements (including IT systems) and collaborative workflows and SOPs to bring plans into reality dovetailed to implementation timeline, organisation's strategies, priorities and national's directives. You will ensure that CCOs are properly trained and supported by a relevant knowledge management system to support handling of enquiries in the most professional and timely manner.

You will have the opportunity to support the developmental plans and partnerships of CareHub by driving and facilitating conversations with stakeholders and community partners to further develop CareHub and review CareHub's functions and initiatives which improve outcomes in tandem with the wider community ecosystem.

Another key accountability is data visualization and reporting of CareHub's KPIs and standards to stakeholders and senior management in a timely manner. You are passionate about service and innovation with a quality improvement mindset and shall play an active role in sustaining the team's positive and service oriented culture.

You will have the opportunity to be exposed to other functions / roles in the division if you have the capability to take on concurrent roles.

Key accountabilities but not limited to:Support the day-to-day operations of the CareHub including being the point of escalation when required, in line with CareHub's service standards, key performance indicators (KPIs), developmental plans and organisation's policiesSupport in the implementation of CareHub's functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timelineFacilitate collaborative conversations and change management with presentation slides internally and with stakeholders to further develop CareHub's functions and facilitate adoption of new/improved workflows and SOPsSupport in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHub's standards and KPIs.Risk management incorporated in workflows and SOPsEnsure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management systemData visualization and reporting of CareHub's KPIs and standards to stakeholders and senior management in a concise and timely mannerUtilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHubKeep abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners

RequirementsGood bachelor's degree in any discipline.Preferably with relevant Contact Centre / healthcare and operations related experienceHave experience with project management and working collaboratively with stakeholders at all levels to successfully deliver outcomes / meet project milestonesHighly adaptable and responds with resilience when faced with multiple demands, shifting priorities and ambiguityHighly independent, self-motivated and collaborative in team settingGood analytical and organization skills with attention to detailsExcellent interpersonal, communication, presentation, writing and problem solving skillAbility to analyse complex issues, identify and communicate potential solutions to get buy-inAbility to interpret data, visualize and derive insights to drive outcomesPositive attitude with a customer experience mindsetPossess Quality improvement (QI) mindset to ensure standards are relevant, maintained and CareHub is constantly innovating to be betterProficiency with data visualization / processing and Microsoft suite of applications (eg. Excel, Powerpoint, Word)



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