Senior Patient Experience Specialist

Singapore National Eye Centre; Singapore; On-site; SGD 36,000 - 47,000; Full time

Job summary

Singapore National Eye Centre is seeking a Senior/Patient Service Associate to manage multi-channel inquiries, including calls, faxes, emails and live chats, and to handle appointment-related matters with accuracy and professionalism.

You will work in a fast-paced environment, maintain first-call resolutions where possible, and escalate to supervisors when required, while supporting various departments to ensure timely follow-up and an excellent patient experience.

Qualifications

• Excellent communication with public and colleagues.
• Ability to handle difficult patients.
• Teamwork and organizational skills.
• Willingness to work 5.25-day week incl. alternate Saturdays.

Responsibilities

• Responds to callers in a professional, service-oriented manner and seeks first call resolution when possible.
• Escalates to supervisor if first call resolution is not possible.
• Escalates and coordinates with other departments to ensure timely follow-up.
• Attends to emails and faxes accurately with complete information.
• Resolves complaints and provides facts to supervisors and colleagues in a timely manner.
• Handles incoming/outgoing calls per SOP.
• Redirects calls/emails/faxes to appropriate departments when outside appointment scope.
• Collects and collates information or statistics as requested.
• Makes/cancels/modifies appointment bookings from all referrals.
• Assists to conduct surveys as requested by supervisors.
• Provides Cal Back Assist (CBA) to callers as assigned.

Skills

Communication

Interpersonal skills

Situational handling

Teamwork

Fast-paced environment

5.25-day work week

Job description

Singapore National Eye Centre is seeking a Senior/Patient Service Associate to manage multi-channel inquiries, including calls, faxes, emails and live chats, and to handle appointment-related matters with accuracy and professionalism.

You will work in a fast-paced environment, maintain first-call resolutions where possible, and escalate to supervisors when required, while supporting various departments to ensure timely follow-up and an excellent patient experience.