Patient Service Officer, Bed and Surgical Booking

Mount Alvernia Hospital; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A compassionate healthcare organization in Singapore is seeking a Patient Service Officer to provide exceptional customer service and manage surgery scheduling. Ideal candidates should possess a diploma and have a minimum of 3 years' experience in contact centre management. The role requires effective communication and the ability to work on weekends. Join us in serving the community with love and integrity.

Qualifications

• Minimum 3 years' experience in a contact centre supervisory or team leader position.
• Experienced in contact centre operations or scheduling units.
• Ability to work on Saturdays.

Responsibilities

• Attend to incoming calls regarding operating theatre bookings.
• Schedule surgeries promptly and accurately.
• Perform outbound calls to clinics to confirm surgery cases.
• Achieve department KPIs and maintain high service levels.
• Manage manpower planning and ensure smooth operations.

Skills

Customer service

Communication

Team management

Education

Diploma or equivalent

Job description

What’s on Offer

• Mission: Provide compassionate, excellent and holistic healthcare. Tagline:-Serve all with Love.

• Company: Guided by Catholic values, as a missionary not-for-profit hospital, we reach out and serve all our patients and visitors with love, continue to make private healthcare accessible to our community by providing reasonable price points and bill transparency. We continue to be progressive to better serve current and future generations.

• Values:Compassion, Humility, Integrity, Respect and Peace (CHIRP).

• Work Satisfaction: An impactful role in shaping a high performing & engaging culture.

Who We Need

As a Patient Service Officer, you shall be responsible for providing excellent customer service to callers and communicating effectively with people from all levels.

Your key responsibilities are:

• Attending to incoming calls from internal and external stakeholders pertaining to operating theatre bookings/bed admission requests.

• Scheduling surgeries in the operating theatre promptly and accurately.

• Performing outbound calls to clinics to confirm surgery cases for the next day or if there are any amendments and cancellations.

• Attending to bookings/cancellation/amendment requests via chat.

• Achieving department KPI’s and attending to all interactions across all platforms professionally and with a high level of service.

• Allocating appropriate resources, i.e., operating theatre, schedules of surgeons/assistants/equipment.

• Performing administrative duties such as blocking the operating theatre in the system/checking that cases are all accurately booked.

• Ensuring that operating theatre slots are effectively optimized.

• Facilitating bed allocation to maximize the utilization of beds.

• Identifying potential bed-tight situations and activating contingency plans.

• Submitting daily statistics to management.

• Team IC/Supervisory Duties: Manage manpower planning and provide operational oversight in ensuring smooth daily contact centre operations

How to Succeed

• Possess at least a Diploma, Nitec, GCE ‘A’, ‘O’, ‘N' Levels in any discipline.

• Minimum 3-years’ experience in a contact centre supervisory or team leader position to support Team IC/Supervisory duties and management of the daily contact centre operations.

• Experienced working in a contact centre and/or bed management unit/operating theatre scheduling unit will be an added advantage.

• Able to work on Saturdays.