Senior/Patient Service Associate, Contact Centre

HEALTH MANAGEMENT INTERNATIONAL PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare service provider in Singapore is seeking a Senior/Patient Service Associate to deliver high-quality customer service through various communication channels. You will handle inquiries, provide accurate information, and maintain a professional attitude while meeting targets. The ideal candidate has a minimum of GCE O-Level or equivalent, possesses strong communication skills, and can multitask in a structured environment. This full-time role requires a 5.5-day work week and offers a dynamic working environment.

Qualifications

• Minimum GCE O-Level, Diploma, or equivalent.
• Prior call centre or customer service experience is advantageous.
• Willing to commit to a 5.5 days work week.

Responsibilities

• Handle inbound calls, emails, chat messages, and enquiries promptly.
• Manage follow-ups, callbacks, and pending cases.
• Record all interactions and case details in the CRM system.
• Assist with surveys, campaigns, and customer follow-up calls.

Skills

Customer-centric mindset

Verbal communication

Active listening

Written communication

Multitasking

Problem-solving

CRM system proficiency

Team player

Experience with PLATO Clinic Management

Education

Minimum GCE O-Level, Diploma, or equivalent

Tools

CRM systems

Telephony platforms

Basic computer applications

Job description

Job Purpose

The Senior/ Patient Service Associate, Contact Centre is responsible for delivering high-quality customer service through inbound and outbound calls, emails, live chat, text messaging and other communications channels.

The role ensures timely resolution of enquiries, issues, and requests while maintaining service level standards, accurate documentation, and a professional customer experience.

Key Responsibilities

Customer Service & Support

• Handle inbound calls, emails, chat messages, and enquiries promptly in accordance with contact centre scripts, workflows, and service level agreements.
• Manage follow-ups, callbacks, and pending cases within committed timelines.
• Meet daily/weekly targets such as call quality, first-call resolution, and response time.
• Record all interactions and case details in the CRM system.
• Provide accurate information on products, services, pricing, and policies.
• Identify customer needs, clarify information, and provide solutions or appropriate escalation.
• Resolve customer issues efficiently or escalate to the relevant department.
• Maintain a positive, empathetic, and professional attitude with customers at all times.

Administration & Reporting

• Update customer information and case notes accurately.
• Prepare simple reports on recurring issues or customer feedback.
• Assist with surveys, outbound campaigns, appointment reminders, or customer follow-up calls.
• Performing administrative duties and any other duties as assigned.

Team Collaboration

• Participate in team briefings, coaching sessions, and ongoing training.
• Share feedback and insights to improve workflows and customer experience.

Requirements

Qualifications

• Minimum GCE O-Level, Diploma, or equivalent.
• Prior call centre or customer service experience is advantageous.
• Willing to commit to 5.5 days work week.

Skills & Competencies

• Customer-centric mindset with a calm and professional phone and online chat presence.
• Strong verbal communication and active listening skills.
• Good written communication skills.
• Ability to multitask, manage high-volume call queues, and work in a structured environment.
• Basic problem-solving and troubleshooting capabilities.
• Proficient in using CRM systems, telephony platforms, and basic computer applications.
• Good team player who is able to work independently with minimal supervision.
• Experience with the PLATO Clinic Management system will be an advantage.