Senior Executive Assistant, Carehub, RHSO

Senior Executive Assistant, Carehub, RHSO

Job ID: 7047

Job Function: Administration

Institution: National University Health System

As part of the national HealthierSG initiative to transform the way healthcare is delivered, NUHS Regional Health System Office (RHSO) is setting up a Care and Call Centre (CareHub) to support the western population through phone calls, telemedicine and digital communication platforms to become healthier and take charge of their own health.

You will be responsible for supporting the smooth operations and administration of CareHub. Your exceptional organizational skills, discretion, and ability to handle complex tasks will be instrumental in ensuring operational success. You will support the monitoring of CareHub’s key performance indicators (KPIs) and ensure that CareHub’s service standards are met to deliver a positive customer experience for residents and community partners who reach out to CareHub for support to age well in the community.

You will also participate in the development, implementation, and review of CareHub’s functions and initiatives, as well as be a knowledge champion to continuously support our call centre officers in obtaining and maintaining competency in managing resident and partner queries within KPIs and standards. You will have the opportunity to be part of a dynamic team, and we are looking for like-minded individuals who are positive and passionate about service experience with a quality improvement mindset.

Roles and Responsibilities include but are not limited to:

• Knowledge champion: Be the first line of support for Call Centre Officers for complex queries and clarification on CareHub’s workflows.
• Curate and review knowledge based on cases and upcoming initiatives in a timely manner, with proper documentation and tracking of when and which articles are due for review. This involves the creation, review, and upload of articles to ensure a relevant knowledge management system to support the Call Centre Officers.
• Support the training and refresher sessions for CareHub team for new and existing staff, including being one of CareHub's trainers for creating and implementing knowledge quizzes and competency refresher sessions.
• Conduct audits on call and email cases to ensure standards are met, with proper documentation and basic visualization charts to support high-level reporting to management.
• Support in identifying training and service gaps through analysis of call centre data and collaborate with the team to implement initiatives to close gaps.
• Troubleshoot basic IT issues and escalate complex IT incidents to the appropriate parties in accordance with workflow/protocol and follow through until resolution.
• Coordinate and facilitate staff training programs and workshops, ensuring proper documentation and tracking of training activities and budget.
• Support manpower planning and scheduling to ensure sufficient manpower helming CareHub’s hotline and email.
• Manage asset records through regular updates and maintenance.
• Support procurement activities by researching and identifying potential suppliers, requesting and reviewing price quotations, negotiating terms, and making purchase recommendations. Maintain inventory records and ensure timely delivery of goods and services.
• Play a vital role in the onboarding process of new employees, handling administrative tasks such as coordinating paperwork, updating and coordinating the training plan and schedule, updating email distribution lists, setting up workstations, and providing necessary resources. Manage offboarding activities, including the collection of company assets, conducting exit interviews, and updating relevant records.
• Collaborate with other departments to support the operations and administration of CareHub, e.g., work with the finance department to track and monitor budgetary expenditures.
• Coordinate and schedule meetings, involving booking of rooms, arranging necessary equipment, and ensuring all logistical aspects are well-organized.
• Undertake additional administrative tasks as required, including data entry, filing, and providing general office support. Support other departments with various projects and initiatives on an as-needed basis.

Qualification Required and Area of Discipline:

• At least a Diploma qualification
• Positive attitude with a customer experience mindset
• Highly independent, self-motivated, and collaborative in a team setting
• Good interpersonal communication and writing skills
• Highly adaptable with good situational judgement
• Meticulous
• Experience in training and audit-related roles in call centre or service line will be advantageous
• Ability to speak various languages will be advantageous
• Proficiency with Microsoft suite of applications
• Note: Current working location is in the West.