Operations Executive - Contact Centre | Healthcare | Shift | North & East

RMA CONTRACTS PTE. LTD.; Singapore; On-site; SGD 18,000 - 31,000; Full time

Benefits offered by this job

Yearly bonus

5-day work week

Structured Training Provided

Career in healthcare

Job summary

RMA Contracts Pte. Ltd. in Singapore seeks applicants for a patient-focused contact centre role in the North & East region. Junior and Senior tiers offer up to SGD 2,750 and SGD 3,250 per month respectively, with yearly bonus and structured training.

Responsibilities include handling inbound/outbound patient enquiries, appointment scheduling, referrals and data entry. You will maintain records, ensure confidentiality, and work toward KPIs while supporting other departments as needed.

Qualifications

• Customer service oriented with good interpersonal skills.
• Proficient in MS Office and data entry.
• Able to work independently and as part of a team.
• Comfortable with rostered shifts, including weekends and public holidays.

Responsibilities

• Handle inbound and outbound patient enquiries, including appointment booking, rescheduling, service referrals and medical procedure scheduling.
• Provide accurate information and assistance to patients, caregivers and internal stakeholders through the relevant CRM and healthcare systems.
• Follow up on patient requests and coordinate with relevant departments to ensure requests and appointments are completed within the required timelines.
• Manage difficult or escalated patient enquiries professionally in accordance with established SOPs, escalation and service recovery procedures.
• Conduct outbound/post-discharge follow-up calls and provide support for other departmental hotlines where required.
• Maintain accurate patient records and documentation while ensuring strict patient confidentiality and data protection at all times.
• Work towards individual and Contact Centre service and productivity KPIs, including Service Level and Abandon Rate.
• Provide support for other Contact Centre/ground operations and perform other duties as assigned by the Supervisor.

Skills

Customer service

MS Office

Data entry

Teamwork

Rostered shifts

Tools

MS Office

Job description

If you enjoy helping people, communicating with different stakeholders, and working in a fast-paced environment, we'd love to hear from you!

Location: North & East

Junior: up to $2,750

Senior: up to $3,250

Responsibilities:

• Handle inbound and outbound patient enquiries, including appointment booking, rescheduling, service referrals and medical procedure scheduling .
• Provide accurate information and assistance to patients, caregivers and internal stakeholders through the relevant CRM and healthcare systems .
• Follow up on patient requests and coordinate with relevant departments to ensure requests and appointments are completed within the required timelines.
• Manage difficult or escalated patient enquiries professionally in accordance with established SOPs, escalation and service recovery procedures .
• Conduct outbound/post-discharge follow-up calls and provide support for other departmental hotlines where required.
• Maintain accurate patient records and documentation while ensuring strict patient confidentiality and data protection at all times.
• Work towards individual and Contact Centre service and productivity KPIs , including Service Level and Abandon Rate.
• Provide support for other Contact Centre/ground operations and perform other duties as assigned by the Supervisor.

Requirements:

• Customer service-oriented with good interpersonal skills
• Proficient in MS Office and data entry
• Able to work independently and as a team
• Comfortable with rostered shifts, including weekends and public holidays, where required.

Salary & Benefits:

• Junior: up to $2,750
• Senior: up to $3,250
• Yearly bonus
• 5-day work week between Mon-Sun
• Structured Training Provided
• Opportunity to build a career in the healthcare sector

Working Hours (Rostered Shift):

• AM: 7:30AM - 5:00PM
• PM: 11:30AM - 9:00PM

This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to RMA Group's PDPA and e2i's PDPA.