Senior/Patient Service Associate, Call Centre (1-year contract)

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

OBJECTIVE

As a Senior/ Patient Service Associate, you are responsible for attending to calls, faxes, emails and other forms of interactions (including but not limited to live chats, messaging) from patients, patients’ family members, members of public, other government agencies, other public and private health institutions and SingHealth staff with regard to general enquiries and appointment related matters. You are accountable to deliver institution/ department and personal KPIs set.

RESPONSIBILITIES

• Responds to callers in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution when possible.
• When first call resolution is not possible, to escalated the matter to a supervisor for assistance and advice.
• In the event that the escalated party is outside the call centre, to take note of the timelines and ensure follow up in a timely manner.
• Attends to assigned emails and faxes in a timely and accurate manner by providing complete information in a clear and comprehensive manner.
• Handle and resolve complaints whenever possible. Should there be a need to escalated complaints and provide all the facts and findings to the supervisor / colleagues in other departments in a timely manner.
• Answer incoming and make outgoing calls in a timely manner and in accordance with the Standard Operating Procedures.
• Re-direct/ escalated the calls/ emails/ faxes to the appropriate departments if the issue is not related to the scope of work for appointment related matters.
• Assist to collect and collate information or statistics as and when requested by the supervisors.
• Make / cancel / modify appointment bookings from all sources of referrals that come through as phone calls, emails, faxes or other channels as and when introduced by the institutions or Call Centre.
• Assist to conduct surveys as and when requested by supervisors
• Provide Cal Back Assist (CBA) to callers as and when assigned by supervisors

SKILLS, KNOWLEDGE AND EXPERIENCE

• Good communication and interpersonal skills with public and colleagues
• Good situational handling skills when attending to difficult patients
• Good teamwork and organization skills
• Able to thrive in a fast-paced environment
• Able to commit to 5.25 work week (alternate Saturdays)