Senior/Associate Executive (Surgery Contact Centre)

Singapore National Eye Centre; Singapore; On-site; SGD 40,000 - 56,000; Full time

Job summary

Singapore National Eye Centre invites applications for a Client Services Officer responsible for handling patient communications, scheduling surgeries, and coordinating with clinical teams to ensure smooth patient journeys.

You will manage inquiries from patients and insurers, provide pre- and post-operative guidance, maintain accurate records, and contribute to service level KPI achievement while supporting continuous improvement in the contact centre.

Qualifications

• Diploma in any discipline with at least 2 years of relevant work experience, preferably in healthcare, customer service, or contact centre operation
• Excellent communication and interpersonal skills with strong coordination and multitasking abilities
• Strong problem-solving and critical thinking skills
• Proficient in Microsoft Office applications and adaptable to learning healthcare information systems

Responsibilities

• Handle incoming calls, emails, and communications from patients regarding surgical appointments and enquiries
• Process enquiries from insurance companies related to patients’ surgical information
• Schedule, reschedule, and cancel surgical appointments according to clinic protocols and patient needs
• Provide accurate information on surgical procedures, pre-operative requirements, and post-operative care instructions
• Coordinate with clinical teams to ensure optimal appointment scheduling and effective resource utilisation
• Manage patient complaints and concerns professionally, escalating complex issues to supervisors when required
• Achieve and maintain Contact Centre KPIs, including service level targets, call quality standards, and low drop-call rates
• Coordinate pre-operative processes, including appointment scheduling, assessments, and patient education on preparation requirements
• Facilitate post-operative care by providing recovery guidance, medication instructions, and follow-up appointment coordination
• Support interventional procedure patients with procedural information, appointment booking, preparation guidelines, and post-procedure care instructions
• Liaise with surgeons, nursing staff, and other departments to ensure seamless patient care coordination
• Communicate appointment confirmations, reminders, and critical updates to patients in a timely manner
• Escalate urgent medical concerns promptly to appropriate clinical teams
• Maintain accurate and comprehensive documentation of patient interactions, appointment updates, and service requests in designated systems
• Prepare daily, weekly, and monthly reports on contact centre activities and performance metrics
• Coordinate with the Finance department on billing enquiries and insurance verification processes
• Support quality improvement initiatives, process enhancement projects, and service optimisation efforts
• Ensure proper usage, care, and maintenance of IT equipment and departmental assets
• Optimise utilisation of office resources, including supplies, equipment, and telecommunications
• Participate actively in continuous professional development programmes and training sessions
• Identify personal learning needs and work with supervisors to develop improvement plans
• Provide structured training, mentoring, and competency assessments for new team members
• Contribute to the development and updating of training materials and standard operating procedures
• Support contact centre improvement projects and quality initiatives
• Assist in data collection and analysis for process improvement studies
• Contribute to the implementation of new systems, workflows, and service enhancements
• Collaborate with cross-functional teams on projects impacting surgical services and patient experience
• Document project activities and outcomes for evaluation and reporting purposes
• Perform additional duties as assigned by Supervisor or Head of Department

Skills

Communication

Interpersonal skills

Coordination

Multitasking

Problem solving

Education

Diploma in any discipline

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Job Responsibilities:

• Handle incoming calls, emails, and communications from patients regarding surgical appointments, procedures, and general enquiries
• Process enquiries from insurance companies related to patients’ surgical information
• Schedule, reschedule, and cancel surgical appointments in accordance with clinic protocols and patient needs
• Provide accurate information on surgical procedures, pre-operative requirements, and post-operative care instructions
• Coordinate with clinical teams to ensure optimal appointment scheduling and effective resource utilisation
• Manage patient complaints and concerns professionally, escalating complex issues to supervisors when required
• Achieve and maintain Contact Centre KPIs, including service level targets, call quality standards, and low drop-call rates
• Coordinate pre-operative processes, including appointment scheduling, assessments, and patient education on preparation requirements
• Facilitate post-operative care by providing recovery guidance, medication instructions, and follow-up appointment coordination
• Support interventional procedure patients with procedural information, appointment booking, preparation guidelines, and post-procedure care instructions
• Liaise with surgeons, nursing staff, and other departments to ensure seamless patient care coordination
• Communicate appointment confirmations, reminders, and critical updates to patients in a timely manner
• Escalate urgent medical concerns promptly to appropriate clinical teams
• Maintain accurate and comprehensive documentation of patient interactions, appointment updates, and service requests in designated systems
• Prepare daily, weekly, and monthly reports on contact centre activities and performance metrics
• Coordinate with the Finance department on billing enquiries and insurance verification processes
• Support quality improvement initiatives, process enhancement projects, and service optimisation efforts
• Ensure proper usage, care, and maintenance of IT equipment and departmental assets
• Optimise utilisation of office resources, including supplies, equipment, and telecommunications
• Participate actively in continuous professional development programmes and training sessions
• Identify personal learning needs and work with supervisors to develop improvement plans
• Provide structured training, mentoring, and competency assessments for new team members
• Contribute to the development and updating of training materials and standard operating procedures
• Support contact centre improvement projects and quality initiatives
• Assist in data collection and analysis for process improvement studies
• Contribute to the implementation of new systems, workflows, and service enhancements
• Collaborate with cross-functional teams on projects impacting surgical services and patient experience
• Document project activities and outcomes for evaluation and reporting purposes
• Perform additional duties as assigned by Supervisor or Head of Department

Job Requirements:

1. Diploma in any discipline with at least 2 years of relevant work experience, preferably in healthcare, customer service, or contact centre operation
2. Excellent communication and interpersonal skills with strong coordination and multitasking abilities
3. Strong problem-solving and critical thinking skills
4. Proficient in Microsoft Office applications (Word, Excel, PowerPoint) and adaptable to learning healthcare information systems

Contract duration: 1 year