Senior Customer Experience Manager – Healthcare

Agency for Integrated Care; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

Agency for Integrated Care in Singapore seeks a senior customer service professional to manage inquiries across email and phone, ensuring a positive client experience. You will identify issues, support divisions on challenging cases, and facilitate family conferences with service providers to achieve favorable outcomes.

The role requires a degree in any discipline, a minimum of 3 years in customer service or quality management (healthcare preferred), and strong English communication.

Qualifications

• Degree in any discipline.
• At least 3 years of working experience in customer service and/or quality service management, preferably in healthcare or social services.
• Strong command in English (verbal and written).
• Good command of second language will be a bonus.
• Able to engage stakeholders and manage complex customer service/ feedback related issues.
• Familiar with the PDPA guidelines, information management policies, and related compliance.

Responsibilities

• Identify issues and concerns and provide relevant advice and resolution.
• Provide support to divisions on challenging cases.
• Coordinate and facilitate family conferences between clients and service providers to work toward a resolution.
• Support case assessment using relevant tools and system access.
• Familiar with schemes and healthcare options to provide relevant advice to clients and caregivers.
• Ensure compliance to PDPA and information management policies when accessing and sharing information.
• Provide feedback and suggestions on process improvement to divisions.
• Map processes and manage service improvement projects where needed.

Skills

Customer service

Stakeholder engagement

English fluency

Interpersonal skills

Problem solving

Adaptability

Education

Bachelor's degree

Job description

Agency for Integrated Care in Singapore seeks a senior customer service professional to manage inquiries across email and phone, ensuring a positive client experience. You will identify issues, support divisions on challenging cases, and facilitate family conferences with service providers to achieve favorable outcomes.

The role requires a degree in any discipline, a minimum of 3 years in customer service or quality management (healthcare preferred), and strong English communication.