Senior/Assistant Manager, Patient Access

Singapore National Eye Centre; Singapore; On-site; SGD 47,000 - 71,000; Full time

Job summary

Singapore National Eye Centre in Singapore is seeking a Customer Relations Specialist to handle phone calls, emails and private appointment enquiries from local and international patients and GPs. You will coordinate bookings, work with doctors and stakeholders to address patient needs, and act as a service ambassador to ensure a smooth patient journey.

In addition, you will provide in-clinic counselling, assist with collaboration with external partners, monitor processes, and help drive

Qualifications

• Degree in any discipline with at least 5 years' work experience, preferably in healthcare or hospitality.
• Service minded, eloquent and pleasant disposition.
• Ability to multi-task and possess strong coordination, interpersonal and communication skills.
• Computer literacy skills in MS Office (Word/Excel/PowerPoint).
• Multilingual with proficiency in more than 1 Asian language will be an added advantage.

Responsibilities

• Handle and manage phone calls, emails, and enquiries from local and international patients and GPs for private appointments.
• Coordinate appointment bookings and rescheduling with patients and GPs.
• Work with doctors and stakeholders to address patient needs proactively.
• Serve as service ambassador to ensure a smooth patient journey at SNEC.
• Prepare daily patient counselling/assistance lists and in-clinic support.
• Engage GPs and external partners to facilitate appointments and ensure smooth patient journey.
• Monitor internal processes: data submission, reporting, and process improvements.
• Oversee resource usage and office management.
• Involve in planning, implementing and managing processes/projects to improve patient experience.

Skills

Customer service

Communication

Coordination

Multilingual

Education

Degree in any discipline

Tools

MS Office

Job description

Job Description

1. Customer (Patient Relation Service)

• Handle and manage phone call, email enquiries and requests from local and international patients as well as GPs with regards to private appointments.

• Coordinate and assist patient and GPs with appointment bookings and rescheduling.

• Work closely with our team of doctors and internal stakeholders to address patient needs and requests proactively.

• Act as service ambassador to our patients in ensuring a smooth patient journey and experience in SNEC.

1. Patient Counselling and Assistance in Clinics

• Provide Pre and Post Refractive procedure counselling, support doctors in managing difficult cases and international patient translation assistance when required.

• Prepare and manage the daily patient counselling/assistance list.

1. Collaboration with External Partners

• Engage GPs regularly and promptly to provide assistance as well as establish a close partnership between SNEC and GPs.

• Working closely with Insurance companies and other vendors in facilitating and ensuring patients’ appointments and smooth patient journey in SNEC.

1. Internal Processes (Department Information & Staff Management)

• Collate and submit monthly data on patients calls, load, enquiries, requests etc

• Monitor, collate data on patient care related issues and report to appropriate departments for actions when needed.

• Review processes, procedures and guidelines, work instructions and training manuals.

• Gather feedbacks & learning points from staff and facilitate meetings with team.

• Responsible to inculcate staff’s mindset towards service and operation excellence.

1. Financial/Cost Management (Resource/Office Management)

• Responsible for the proper usage and regular maintenance of resources (e.g, IT and equipment assets, etc).

• Maximize resource utilization (e.g, office supplies, assets assigned to the dept, phone bills, etc).

1. Project Management

• Involve in planning, implementing and managing processes/ projects to improve patient experience.

• Develop new workflows, work instruction and training manuals.

• Handle any duties assigned by supervisor and HOD

Job Requirements

• Degree in any discipline with at least 5 years' work experience, preferably in healthcare or hospitality industry.

• Service minded, eloquent and pleasant disposition.

• Ability to multi-task and possess strong coordination, interpersonal and communication skills.

• Computer literacy skills in MS Office (Word/Excel/PowerPoint)

• Multilingual with proficiency in more than 1 Asian language will be an added advantage

Note: Remuneration Package will be commensurate with qualifications and working experiences.

Working Hours

Mon to Fri: 8.30am to 5.30pm

Sat: 8.30am to 12.30pm (alternate Sat)