Patient Service Associate, Call Centre (General Enquiries)

Singapore General Hospital; Singapore; On-site; SGD 25,000 - 33,000; Full time

Job summary

Singapore General Hospital is seeking a Call Centre Officer to support the Call Centre Department by handling calls, faxes, and emails from the public, patients, and staff, ensuring high service quality.

You will perform duties including routing calls, updating records, resolving complaints, and coordinating emergency activations, with a 6-day rotating shift schedule.

Qualifications

• NITEC in any discipline
• Diploma in any discipline recognised for senior positions
• Excellent oral and written communication skills
• Proficient in Microsoft Office applications (Excel, Word, PowerPoint)
• 6 days work week with 3 rotating shifts including weekends and public holidays

Responsibilities

• Answer incoming and outgoing calls in a timely manner and in accordance with Hospital policy
• Direct calls to internal and external stakeholders
• Update contact details in the Call Centre Enquiry System
• Handle and resolve complaints
• Perform emergency activations (e.g., Code Blue, Trauma, Acute stroke)
• Report faults on telecommunication equipment
• Perform other related duties as assigned or requested

Skills

Oral and written communication

Microsoft Office proficiency

Education

NITEC in any discipline

Diploma in any discipline

Tools

Microsoft Office

Job description

The Job

You will support Call Centre Department in the answering and managing of calls, faxes and emails from members of the public, patients, staff from other government agencies and health institutions inclusive of internal staff pertaining to general enquiries and emergency activations with the highest service quality and operational standards.

Your 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
• Directing calls to internal and external stakeholders
• Updating of contact details and relevant information into the Call Centre Enquiry System
• Handling and resolving complaints
• Performing emergency activations (E.g. Code Blue, Trauma, Acute stroke etc.)
• Reporting fault on telecommunication equipments
• Performing other related duties as assigned or requested

Job Requirements

• NITEC in any discipline
• Diploma in any discipline will be recognised for senior positions
• Excellent oral and written communication skills
• Proficient in Microsoft Office applications (i.e. Excel, Word, Powerpoint)
• 6 days work week, 3 rotating shifts, including weekends and public holidays