Care Concierge, Service Quality

NTUC Health Co-operative Limited; Singapore; On-site; SGD 3,000 - 4,200; Full time

Job summary

NTUC Health Co-operative Limited in Singapore is seeking a dedicated Care Concierge to assist with onboarding nursing home residents and ensure continued quality of care as described in NTUC Health philosophy and service standards.

In this role you will engage residents and families, conduct pre‑admission counselling, coordinate with the multidisciplinary care team, and support service quality initiatives to enhance the resident experience.

Qualifications

• At least two years of work experience, preferably requiring interaction with a diversity of people.
• Knowledge of geriatrics or experience caring for the elderly is a plus.
• A people‑oriented mindset and willingness to work on the ground.

Responsibilities

• Act as the main liaison for next‑of‑kin of nursing home residents.
• Engage caregivers and residents at pre‑admission to address concerns.
• Conduct pre‑admission counselling on fees, services, philosophy of care, living conditions and expectations.
• Receive the resident on admission, conduct orientation and help them settle in.
• Engage residents and caregivers throughout stay with the multidisciplinary care team.
• Contribute to patient‑centered/directed care planning with resident information.
• Support service quality initiatives and recognition programs.
• Provide inputs on service gaps from feedback and propose improvements.

Skills

People-oriented

Empathy

Interpersonal skills

Multilingual

Job description

NTUC Health Co-operative Limited (NTUC Health) is an NTUC enterprise that provides a comprehensive and integrated suite of quality and accessible health and eldercare services to meet the growing needs of families and their dependents. Building on close to three decades of experience and expertise, NTUC Health is among the largest providers of active ageing, senior day care, nursing home, and home personal care services in Singapore. We also serve vulnerable seniors in selected areas in Singapore through Community Case Management Services (CCMS), CREST mental health support, and a sheltered senior group home. In addition, we run a family medicine clinic.

Our purpose is to achieve ‘health for life’; enabling healthy and fulfilling years by being a trusted partner of seniors and their families in our community.

For more information, please visitntuchealth.sg or follow us on Facebook, Instagram, and LinkedIn.

Services: Senior Day Care | Home Care | Nursing Home | Active Ageing and Senior Fitness | Rehabilitation and Physiotherapy | Family Medicine

Community Support: CCMS (Community Case Management Services) | CREST (Community Resource, Engagement and Support Team) | Henderson Home

Job Description

You will be responsible for assisting with the onboarding of Nursing Home residents and ensuring that they continue to receive the quality of care as described in NTUC Health Care Philosophy and Service Standards.

As a Care Concierge, you will be interacting with residents from all walks of life. Many of them have multiple medical conditions which may affect their behaviour and disposition. To succeed in this role, you must enjoy interacting with people from diverse backgrounds, be empathetic and be able to appreciate their point of view. This is not a desk‑bound job and will require constantly being on the move. The joys of the job come in appreciation from residents and their next‑of‑kin as transitioning to a new living arrangement can be challenging. Not to mention grateful colleagues as your value add to their work and the resident experience!

You will need to:

Champion the customer journey experience

• Act as the main liaison and single point of contact (Care Concierge) for next‑of‑kin of our nursing home residents.
• Engage caregivers and residents at the pre‑admission stage to address any concerns or anxieties and to better understand the specific needs of the resident.
• Conduct pre‑admission counselling sessions to help caregivers understand the fees, services provided, philosophy of care, living conditions and expectations of residents and next of kin.
• Receive the resident on the day of admission, conduct orientation and ensure that the resident settles in well to the new environment.
• Actively engage residents and caregivers throughout the period of stay and address any concerns that may arise by working together with the multidisciplinary care team.
• Be involved in multidisciplinary discussions as part of patient‑centered/directed care planning by providing relevant information of residents’ social background, preferences and habits.

Job Description (Continued)

Support service quality initiatives

• Help to develop and maintain important touchpoints for the resident journey from pre‑admission to discharge.
• Assist in the measuring and monitoring of customer satisfaction via residents focus groups, periodic audits, residents satisfaction surveys, etc.
• Assist the manager in implementation of internal and external service recognition programs and events e.g. annual Service Excellence Award.
• Provide inputs during team meetings on service gaps based on the feedback received and propose service initiatives and training programmes for continuous improvements.

Qualification

You should have:

• At least two years of work experience, preferably requiring interaction with a diversity of people
• Knowledge of geriatrics or experience caring for the elderly (eg; being a caregiver or volunteering) an added advantage
• A People-oriented mindset and willing to work the ground

It would be great if you have:

• Knowledge of multiple local spoken languages or dialects will be advantageous
• An appreciation and sensitivity to multicultural preferences and nuances