Handles customer enquiries or concerns. Uses company resources, call centre policies and procedures to provide complete and accurate responses. Follow processes in accordance with organizational standards to ensure correct handling accuracy and operational effectiveness.
MAJOR DUTIES AND RESPONSIBILITIES
(A) SPECIFIC
Patient Relations
1) Identify, handle and resolve caller enquires using all modes of communication such as calls, SMS, email, web chat and fax.
2) Apply customer service policies and educate callers on services offered, including providing pre-consult advice and/or information to callers
3) Assist doctor and patient in changes of appointments by re-scheduling appointments in the outpatient computer system and establish contact with patients to inform them of the changes.
4) Maintain confidentiality of patient's information and adhere to PDPA guidelines.
5) Responsible and responsive to patient's feedback/complaint before referring to Supervisor, Executives or Manager.
6) To contribute as part of a team to deliver contact centre goals of TSF 80% in 20s and 85% or higher in call quality score and <4% abandon rate.
Operational
7) Response to emergency activation with speed and accuracy.
8) Ensure that hospital contact list is updated in all messaging systems at all times.
9) Facilitate IDD calls connection for staff & patients.
10) Review own performance through feedback or reports, and ensure optimal performance to meet department goals and objectives.
11) Update others on new information or changes received.
12) Response to HMS with speed and accuracy <1 hour from critical result release.
GENERAL
1) Perform daily housekeeping of workstation to maintain neatness of the workplace and ensure confidential information is safely kept at all times.
2) Report any fault (telephone lines & equipment) to Facilities department.
3) Ensure teamwork and participate in all activities related to the smooth running of the department.
4) Attend continuing education I in"house training on a regular basis to maintain his/her competency.
5) Participate in internal department test I quiz I audits,
6) Exercise cost saving and adopt environmental-friendly measures at all times.
7)Identify areas of improvement or participate in improvement projects,
8) Participate in organization and/or community activities by volunteering at least twice a year
9) Perform other duties as requested by Senior PIA, Supervisor, Executive and/or Manager
JOB REQUIREMENTS
(A) EDUCATION, TRAINING AND EXPERIENCE
- Minimum GCE 'N' / 'O' level with minimum 2 years of relevant experience.
- Exceptional verbal and written communication skills. Able to speak dialect I third language is an advantage.
- Call centre background or healthcare industry experience preferred.
- Able to organize and communicate information clearly.
- Problem solving and analytical skills.
- Positive, professional and customer oriented attitude.
- Independent, mature, confident, able to work under pressure and a team player.
- Computer skills including fast and accurate keyboarding skills.
- Able to work on weekends and two rotating shifts
