Patient Service Associate, Call Centre (Central Appointments)

Singapore General Hospital; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

Singapore General Hospital is seeking a dedicated Call Centre Associate to support appointment bookings and handle inquiries from diverse stakeholders. You will manage calls, faxes and emails, book appointments for Specialist Outpatient Clinics, assist with rescheduling and reminders, route calls, and resolve complaints while upholding strict confidentiality.

Ideal candidates hold NITEC or Diploma, possess strong spoken and written communication, teamwork, and proficient MS Office skills, with

Qualifications

• NITEC in any discipline.
• Diploma in any discipline will be recognised for senior positions.
• Strong interpersonal skills with initiative and a pleasant disposition.
• Excellent oral and written communication skills.
• Able to multi-task and to work effectively as a team.
• Adaptable to change.
• Proficient in Microsoft Office applications (i.e. Excel, Word, Powerpoint).

Responsibilities

• Answering incoming and outgoing calls in a timely manner and in accordance with the Hospital policy.
• Maintaining confidentiality of caller and Hospital information as directed.
• Conducting appointment bookings from all sources of referrals for the Specialist Outpatient Clinics/Centres via phone calls, faxes and emails.
• Assisting in rescheduling, cancelling, re-booking and reminding of appointments when required.
• Directing calls to internal and external stakeholders.
• Handling and resolving complaints.
• Providing call back assistance (CBA) service to callers.
• Performing other related duties as assigned or requested.

Skills

Interpersonal skills

Communication skills

Teamwork

Multitasking

Adaptability

Education

NITEC

Diploma (recognised)

Tools

Microsoft Office

Job description

The Job

You will support Call Centre Department in the answering and managing of calls, faxes and emails received from various stakeholders pertaining to appointment bookings with the highest quality and operational standards.

You duties shall include, but not be limited to the following:

• Answering incoming and outgoing calls in a timely manner and in accordance with the Hospital policy
• Maintaining confidentiality of caller and Hospital information as directed
• Conducting appointment bookings from all sources of referrals for the Specialist Outpatient Clinics/Centres via phone calls, faxes and emails
• Assisting in rescheduling, cancelling, re-booking and reminding of appointments when required
• Directing calls to internal and external stakeholders
• Handling and resolving complaints
• Providing call back assistance (CBA) service to callers
• Performing other related duties as assigned or requested

Job Requirements

• NITEC in any discipline
• Diploma in any discipline will be recognised for senior positions
• Strong interpersonal skills with initiative and a pleasant disposition
• Excellent oral and written communication skills
• Able to multi-task and to work effectively as a team
• Adaptable to change
• Proficient in Microsoft Office applications (i.e. Excel, Word, Powerpoint)