Assistant Manager/Senior Executive, Quality Services Management

Agency for Integrated Care; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

Agency for Integrated Care in Singapore seeks a senior customer service professional to manage inquiries across email and phone, ensuring a positive client experience. You will identify issues, support divisions on challenging cases, and facilitate family conferences with service providers to achieve favorable outcomes.

The role requires a degree in any discipline, a minimum of 3 years in customer service or quality management (healthcare preferred), and strong English communication.

Qualifications

• Degree in any discipline.
• At least 3 years of working experience in customer service and/or quality service management, preferably in healthcare or social services.
• Strong command in English (verbal and written).
• Good command of second language will be a bonus.
• Able to engage stakeholders and manage complex customer service/ feedback related issues.
• Familiar with the PDPA guidelines, information management policies, and related compliance.

Responsibilities

• Identify issues and concerns and provide relevant advice and resolution.
• Provide support to divisions on challenging cases.
• Coordinate and facilitate family conferences between clients and service providers to work toward a resolution.
• Support case assessment using relevant tools and system access.
• Familiar with schemes and healthcare options to provide relevant advice to clients and caregivers.
• Ensure compliance to PDPA and information management policies when accessing and sharing information.
• Provide feedback and suggestions on process improvement to divisions.
• Map processes and manage service improvement projects where needed.

Skills

Customer service

Stakeholder engagement

English fluency

Interpersonal skills

Problem solving

Adaptability

Education

Bachelor's degree

Job description

Company description

The Agency for Integrated Care (AIC) aims to create a vibrant care community for people to live well and age gracefully. AIC coordinates and supports efforts in integrating care to achieve the best care outcomes for our clients. We reach out to caregivers and seniors with information on staying active and ageing well, and connect people to services they need. We support stakeholders in their efforts to raise the quality of care, and also work with health and social care partners to provide services for the ageing population. Our work in the community brings care services and information closer to those in need. For more about us, please visit https://www.aic.sg.

Job description

You will manage customer and stakeholder enquiries and issues via email and phone call, and to ensure a positive customer experience.

• Identify the issues and concern and provide the relevant advice and resolution.
• Provide support to the divisions on challenging cases
• Coordinate and facilitate family conferences between clients and service providers to work towards a positive resolution.
• Support case assessment using the relevant tools and system access
• Familiar with the schemes and services and the healthcare options to provide relevant advice to clients and caregiver
• Ensure compliance to relevant information management policies and Personal Data Protection Act (PDPA) guidelines, process and requirements when accessing and sharing information.
• Provide feedback and suggestion on process improvement to divisions
• Map processes and manage service improvement projects where needed

Job Requirements

• Degree in any discipline.
• At least 3 years of working experience in customer service and/or quality service management, preferably in healthcare or social services.
• Strong command in English (verbal and written)
• Good command of second language will be a bonus
• Able to engage stakeholders and manage complex customer service/ feedback related issues
• Good interpersonal skills and able to build rapport with the clients and stakeholders.
• Able to keep calm and composure at high pressure situation
• Problem Solving Skills to achieve the best outcome for the client and service provider
• Adaptable to changes