Senior / Patient Service Associate (Contact Centre) (2-Year contract)

Woodlands Health; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A healthcare organization in Singapore is seeking a customer service representative to handle queries, manage patient support, and ensure high-quality service. The ideal candidate has 1-2 years of experience in a contact centre setting, strong communication skills, and is a team player. Familiarity with medical terminology is beneficial. The role requires the ability to work alternate Saturdays, contributing to a dynamic and fast-paced environment.

Qualifications

• 1–2 years of contact centre or customer service experience in a healthcare environment.
• Familiarity with basic medical terminology is an advantage.
• Must be able to work alternate Saturdays.

Responsibilities

• Handle customer queries across communication channels.
• Serve as primary contact for non-subsidised patients.
• Manage challenging customers and ensure documentation.

Skills

Strong communication skills

Team player

Customer service experience

Competent in Microsoft Office & CRM

Bilingual with knowledge of dialects

Education

GCE 'O' Levels, NITEC, Diploma

Job description

Job Purpose

Be the voice of the organisation in providing high quality standards of service to our customers

Major Duties & Responsibilities

Operational

• Handle customer queries, appointments, and service referrals across all communication channels using transactional and CRM systems, providing accurate, complete information and exceptional assistance service.
• Ensure timely follow-up on customer requests and coordinate with relevant departments to meet promised timelines.
• Serve as primary contact for non-subsidised patients, delivering personalised, end-to-end concierge support including appointment coordination and medical procedure scheduling.
• Manage challenging customers using established escalation procedures and ensure thorough documentation and case categorisation.
• Conduct post-discharge follow-up calls to patients or next of kin and support other departmental hotlines as needed.
• Manage emergency staff activations, maintain staff contact details, and communicate critical results to internal teams.
• Work collaboratively to achieve contact centre KPIs, including personal productivity targets and department metrics like Service Level and Abandon Rate.
• Maintain strict adherence to policies, processes, and procedures whilst providing feedback for service improvements.
• Conduct on the job (OJT) training and provide guidance to new and junior PSAs.
• Assist supervisor in handling of escalated calls and emails and be able to apply service recovery where applicable.
• Assist Supervisor in training and updating information for WH Chatbot.

General

• Ensure patient confidentiality and confidential documents must be kept safely at all times.
• Perform daily housekeeping of workstation to maintain neatness.
• Provide support to other ground operations when required.
• Perform other duties as requested by Supervisor and above.

Requirements

• GCE "O" Levels, NITEC, Diploma with at least 1–2 years of Contact Centre or Customer Service experience in a healthcare environment.
• Strong team player, able to work in a fast‑paced and dynamic environment.
• Strong communication skills and telephone etiquette.
• Competent in Microsoft Office & CRM.
• Familiar with basic medical terminology will be an asset.
• Must be able to work alternate Saturdays.
• Bilingual, with knowledge of various dialects or foreign language will be an advantage.

Please be informed that only application submitted through NHG Career Webpage (corp.nhg.com.sg/Careers), Jobstreet Singapore (jobstreet.com.sg), Singapore Medical Association (sma.org.sg), MyCareersFuture.sg, LinkedIn and WHC appointed recruitment agencies will be considered. If you are accessing this job posting from another recruitment channel, please visit the official channels mentioned above.