Senior / Officer, Bed Management Unit and Contact Centre

FARRER PARK HOSPITAL PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A healthcare facility in Singapore is looking for a team leader to assist with the operations of the Bed Management Unit and Contact Centre. Responsibilities include managing a team, ensuring service quality, and training staff. Ideal candidates have a diploma and at least two years of experience in the healthcare industry, particularly in a bed management or call center environment.

Qualifications

• Minimum 2 years of experience in healthcare, preferably in bed management or call center.
• Good team player with strong communication and negotiation skills.
• Service-oriented and able to work with various stakeholders.

Responsibilities

• Assist to manage the Bed Management Unit staff.
• Monitor bed and operating room utilization.
• Supervise the Contact Centre operations and agents.
• Ensure service quality meets customer expectations.
• Train and evaluate new staff and supervise existing staff.

Skills

Team management

Communication skills

Interpersonal skills

Customer service orientation

Education

Diploma qualification in any discipline

Job description

You will assist the Executive to oversee the operational functions of the Bed Management Unit and Contact Centre.

Job Responsibilities

• Assist to manage a team of Bed Management Unit staff to perform operating theatre room scheduling, bed planning and allocation of services.
• Monitor utilization and availability of beds and operating rooms.
• Assist to oversees the day-to-day operations of the Contact Centre and supervise the Contact Centre Agents.
• Ensure the service quality of Bed Management Unit/Contact Centre meet customers' expectations, including monitoring of staff KPIs and the service level.
• Prepare and communicate all relevant policy guidelines, processes and workflow.
• Oversee the activities of staff:
  • New: Train and evaluate.
  • Existing: Supervise, coach, counsel, discipline, and appraise.
• Manpower planning and coverage:
  • Monthly roster for Contact Centre staff
  • Ensure appropriate/sufficient manpower coverage
• Follow up on escalated issues by Management and Bed Management Unit/Contact Centre staff.
• Perform any other duties as assigned.

Job Specifications

• Diploma qualification in any discipline
• At least 2 years of experience in healthcare industry, preferably in bed management and/or call centre environment.
• Good team player
• Good communication and negotiation skills
• Demonstrates strong interpersonal skills. Able to work with different groups and levels of stakeholders.
• Service oriented and customer focused.