Senior / Triage Specialist (2-Year contract)

Woodlands Hospital; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare institution in Singapore is seeking a Senior / Triage Specialist to support tele-triage services at the customer contact centre. The role involves gathering patient health information, managing appointments, and ensuring effective communication. Candidates should possess at least 3 years of healthcare experience, be a registered nurse or equivalent, and demonstrate strong communication skills. This position requires occasional Saturday work and passion for service excellence.

Qualifications

• At least 3 years of experience in healthcare or community settings.
• Familiarity with Next Generation Electronic Medical Record (NGEMR) is preferred.
• Registered Nurse with Singapore Nursing Board or equivalent is an advantage.

Responsibilities

• Gather and assess patient health concerns.
• Handle customer interactions across various channels.
• Schedule and manage patient appointments.

Skills

Strong communication skills

Telephone etiquette

Strong team player

Passion for service excellence

Education

NITEC, Diploma, or Degree in healthcare

Tools

Microsoft Office

CRM systems

Job description

Senior / Triage Specialist (2-Year contract)

Family Group: Ancillary

To support and ensure effective delivery of tele-triage, telemonitoring services at the customer contact centre. Assist the Manager and Supervisor in training of the team and provide clinical advice, as required.

MAJOR DUTIES & RESPONSIBILITIES

Clinical Triage & Assessment

1. Gather triage information and assess patient health concerns through various communication modes to determine appropriate care pathways.
2. Streamline the triage process to reduce waiting times for emergent care or specialist consultations.
3. Communicate complex triage calls with relevant clinicians.
4. Provide health advice according to established guidelines and protocols.

Customer Service & Communication Management

1. Handle all patient and customer interactions across multiple channels (email, hotlines, live chats, faxes, letters).
2. Understand caller requirements and provide complete and accurate information, going beyond the call of duty in assisting all enquiries.
3. Manage difficult patients/customers and follow up with proper escalation procedures.
4. Ensure proper documentation and categorisation of all cases.
5. Support other departmental hotlines where required eg. NurseFirst, Appointment and General Enquiries.

Appointment & Scheduling Management

1. Use transactional and CRM systems to schedule and reschedule patient/customer appointments and resolve enquiries.
2. Manage hospital-initiated appointment changes.
3. Ensure timely follow-up of patient/customer requests by liaising with appropriate departments to meet promised timelines.

Emergency Response & Critical Communications

1. Maintain hospital staff contact details for emergency activations.
2. Activate and recall staff during emergencies and monitor their responses.
3. Contact internal staff regarding abnormal and critical results.

Quality Assurance & Performance Management

1. Work as a team to deliver contact centre goals and metrics (Service Level, Abandon Rate, personal productivity).
2. Maintain high-level adherence and compliance towards policies, processes and procedures.
3. Conduct post-discharge follow-up calls to patients or their next of kin.

Service Improvement & Feedback

1. Provide feedback on patient/customer comments and requests to reporting officers for service or process improvements.
2. Offer suggestions to supervisors and participate in improvement initiatives.
3. Assist supervisors in collating data for outcome tracking, trending and reporting.

Training & Mentorship

1. Conduct on-the-job training for new staff and provide guidance to junior Triage Specialists.
2. Assist supervisors in handling escalated calls and emails with appropriate service recovery measures.

General

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

Requirements

• NITEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post-Graduate Diploma holder with at least 3 years in healthcare and/or community setting.
• Experience in using and being familiar with the Next Generation Electronic Medical Record (NGEMR) is an advantage.
• Non-registrable Doctor or equivalent is an advantage.
• Registered Nurse with Singapore Nursing Board or equivalent is an advantage.
• Passion for service excellence.
• 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.