Senior Care Concierge, Service Quality

ntuc health co-operative ltd; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

NTUC Health Co-Operative Ltd in Singapore is seeking a Care Concierge to support onboarding and ensure residents receive quality care aligned with our philosophy and service standards. This role requires mobility, empathy and the ability to interact with residents and families from diverse backgrounds.

You will coordinate with caregivers and the multidisciplinary team, conduct pre-admission counselling, orient new residents, and actively engage throughout the stay to address concerns and improve

Qualifications

• Possess a recognized diploma or degree.
• Have at least two years of work experience, preferably involving interaction with diverse people.

Responsibilities

• Act as the main liaison and single point of contact for next-of-kin of nursing home residents.
• Engage caregivers and residents at the pre-admission stage to address concerns and understand resident needs.
• Conduct pre-admission counselling to explain fees, services, philosophy of care, and living arrangements.
• Receive the resident on admission, conduct orientation and help them settle into the new environment.
• Engage residents and caregivers throughout the stay and address concerns with the multidisciplinary care team.
• Contribute to patient-centered care planning by sharing residents’ social background, preferences and habits.

Skills

Interpersonal communication

Customer service

Empathy

Stakeholder engagement

Education

Diploma or degree

Job description

Job Description

You will be responsible for assisting with the onboarding of Nursing Home residents and ensuring that they continue to receive the quality of care as described in NTUC Health Care Philosophy and Service Standards.

As a Care Concierge, you will be interacting with residents from all walks of life. Many of them have multiple medical conditions which may affect their behaviour and disposition. To succeed in this role, you must enjoy interacting with people from diverse backgrounds, be empathetic and be able to appreciate their point of view. This is not a desk-bound job and will require constantly being on the move. The joys of the job come in appreciation from residents and their next-of-kin as transitioning to a new living arrangement can be challenging. Not to mention grateful colleagues as your value adds to their work and the resident experience!

You will need to:

Customer Journey Experience

• Act as the main liaison and single point of contact (Care Concierge) for next-of-kin of our nursing home residents.
• Engage caregivers and residents at the pre-admission stage to address any concerns or anxieties and to better understand the specific needs of the resident.
• Conduct pre-admission counselling sessions to help caregivers understand the fees, services provided, philosophy of care, living conditions and expectations of residents and next of kin.
• Receive the resident on the day of admission, conduct orientation and ensure that the resident settles in well to the new environment.
• Actively engage residents and caregivers throughout the period of stay and address any concerns that may arise by working together with the multidisciplinary care team.
• Be involved in multidisciplinary discussions as part of patient-centered/directed care planning by providing relevant information of residents’ social background, preferences and habits.

Service Quality

• Help to develop and maintain important touchpoints for the resident journey from pre-admission to discharge.
• Assist in the measuring and monitoring of customer satisfaction via residents focus groups, periodic audits, residents satisfaction surveys, etc.
• Assist the manager in implementation of internal and external service recognition programs and events e.g. annual Service Excellence Award.
• Provide inputs during team meetings on service gaps based on the feedback received and propose service initiatives and training programmes for continuous improvements.

Job Description (Continued)

Qualification

You should:

• Possess a recognized diploma or degree
• Have at least two years of work experience, preferably requiring interaction with a diversity of people

Other Information

It would be great if you:

• Possess knowledge of geriatrics or experience caring for the elderly (eg; being a caregiver or volunteering)
• Know multiple local spoken languages or dialects to communicate with senior clients
• Be people-oriented, willing to work the ground