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Call Centre Officer, Care and Call Centre, RHSO
4 months ago
As part of the national HealthierSG initiative to transform the way healthcare is delivered, NUHS Regional Health System Office (RHSO) is setting up a Care and Call Centre (CareHub) to support the western population through phone calls, telemedicine and digital communication platforms to become healthier and take charge of own health.
You will be responsible to helm CareHub in line with CareHub's service standards and 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. The job scope would include referrals to community partners, facilitating community appointments, conducting outbound nudges to encourage participation in screening and vaccination to assisting residents and community partners with navigation of the healthcare landscape.
You will have the opportunity to be part of a dynamic team and we are looking for like-minded individuals to join us who are positive, passionate about service experience with a quality improvement mindset.
You will also participate in the development, implementation and review of CareHub's functions and initiatives, as well as be a knowledge champion for CareHub 's knowledge management system.
The job holder will support the operations of CareHub Care and Call Centre in the following areas but not limited to:Engagement of residents and community partners to address enquiries about population health and RHSO services and initiatives and link up with the appropriate team / service where appropriate;Proactively liaising with NUHS teams and community partners to facilitate coordination of community based services for residentsSupport the navigation and provision of community based resources / services to support residents and caregivers to take charge of own healthAssisting residents with community appointment related requestsConduct outbound nudges to encourage enrolment and participation in screening and vaccinationProactive team player to contribute to service improvement initiatives and projects and be part of implementationScan for new ways, tools and technology to improve resident and partners' experience and efficiency of processes.
Requirements:At least Diploma qualificationPositive attitude with a customer experience mindsetHighly independent, self-motivated and collaborative in team settingGood interpersonal communication and writing skillsHighly adaptable and good situational judgement.MeticulousExperience in call centre or service line will be advantageous.Ability to speak various languages will be advantageous.Proficiency with Microsoft suite of applicationsOpen to work extended hours eg weekends
