Hotline Support Executive (Healthcare)/Patient Call Triage Executive

MCI CAREER SERVICES PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading healthcare service provider in Singapore is seeking a Care Coordinator for their Virtual Care Centre. The role involves managing a 24/7 medical hotline, triaging calls, and ensuring accurate information capture. Ideal candidates should have a diploma in nursing or related fields, with 3 to 5 years of relevant experience. Strong communication and problem-solving skills are essential. This position requires flexibility with shifts, including weekends and public holidays.

Qualifications

• 3 to 5 years of experience in healthcare or contact center.
• Strong analytical and leadership skills.

Responsibilities

• Manage medical queries via a 24/7 hotline.
• Triages calls and captures information accurately.
• Participate in patient care improvement activities.

Skills

Leadership

Communication

Problem Solving

Interpersonal Skills

Education

Diploma in Nursing

Nitec in Nursing

Tools

MS Word

Excel

PowerPoint

Job description

Job Summary:

The Care Coordinator supports the day to day operations of the Virtual Care Centre (VCC) to provide direct medical advice and support for patients who have received treatment via a 24/7 medical hotline. The hotline is managed by a multidisciplinary team of care managers, doctors, and nurses with an aim to reduce unnecessary ED visits, UCC re-attendances and readmissions; keeping care in the community as much as possible.

Job Responsibilities*

You will be responsible for the following:

Virtual Care Hotline

• Attends to medical queries received via a 24/7 integrated telephone hotline (NUHS Virtual Care Centre, VCC) that forms a network for triaging patients, and provides an avenue to caregivers and community partners to connect with Alexandra Hospital for information relating to the health and well-being of patients and clients within Queenstown community.
• Triages all calls and obtains the relevant medical information for escalation to the VCC Nurse or VCC Doctor.
• Ensures that all calls’ information is captured accurately in the call system and NGEMR (EPIC).
• Follows up on clinical calls after 2 weeks to review patient’s disposition.
• Participate in activities that contribute towards the improvement of patient care, including professional development sessions to develop relevant areas of knowledge, skills and attitudes.
• Participate in projects and/or community events organized
• Any other duties as assigned by Reporting Officer.

Job Requirements

• Diploma or equivalent professional qualification in Nursing, Social Work or Allied Health. Those with Nitec in Nursing and has relevant working experience in clinics or contact centre will be considered.
• Preferably with 3 to 5 years of working experience in healthcare industry, contact centre environment and/or service related industry.
• Willing to perform rostered staggered 3 shifts for hotline coverage (including weekends and public holidays).
• Strong in leadership skills, with natural ability to interact with patients/ residents, healthcare team and community partners of all levels. Strong analytical skills with good listening and problem solving skills.
• Pleasant disposition, approachable, with strong interpersonal and relational skills. Team player with good interpersonal.
• Strong in communication and interpersonal skills. Ability to use local languages and dialects will be an added advantage, especially coupled with experience interacting with and managing patients and caregivers.
• Independent worker, have initiative to resolve issues and strong in problem-solving.
• Comfortable with ambiguity, unchartered territory, enjoy challenges and problem solving.
• Equipped with basic computer skills in MS Words, Excel and PowerPoint; has Strong analytical skills

Applicants who possess relevant experience for the above responsibilities are most welcome to apply. If you do not possess the above experience, your application will still be considered on individual merits and you may be contacted for other opportunities.

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**We regret to inform that only shortlisted candidates would be notified.

Routray Prajnya (Lilly)

Reg No: R1873296

MCI Career Services Pte Ltd

EA Licence:06C2859