Senior / Triage Specialist (2-Year contract)

Woodlands Health; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A healthcare provider in Singapore is seeking a Senior / Triage Specialist for a 2-year contract. The successful candidate will assess patient health concerns, manage scheduling, and ensure exceptional customer service across various channels. Strong communication skills, relevant healthcare experience, and the ability to work in a fast-paced environment are essential. Candidates should have a diploma or degree and be able to work alternate Saturdays. This role offers a dynamic opportunity to contribute to patient care excellence.

Qualifications

• At least 3 years in healthcare and/or community setting required.
• Passion for service excellence essential.
• Bilingual with knowledge of dialects or foreign languages is an advantage.

Responsibilities

• Gather triage information and assess patient health concerns.
• Handle all patient and customer interactions across multiple channels.
• Schedule and reschedule patient/customer appointments.
• Maintain hospital staff contact details for emergency activations.
• Conduct on-the-job training for new staff.

Skills

Strong communication skills

Customer service excellence

Team player

Telephone etiquette

Competent in Microsoft Office

Education

NITEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, or Post-Graduate Diploma

Tools

Next Generation Electronic Medical Record (NGEMR)

CRM

Job description

Senior / Triage Specialist (2-Year contract)

Family Group: Ancillary

Major Duties & Responsibilities

Clinical Triage & Assessment

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

Customer Service & Communication Management

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

Appointment & Scheduling Management

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

Emergency Response & Critical Communications

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

Quality Assurance & Performance Management

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

Service Improvement & Feedback

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

Training & Mentorship

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

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

• 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.