Deskripsi Pekerjaan
Are you a service-oriented professional looking to make a meaningful impact in the healthcare sector? The National University Health System (NUHS) is seeking a dedicated Senior Customer Service Associate to join our dynamic Group Contact Centre. In this pivotal role, you will be the first point of contact for our patients, providing essential support, guidance, and empathy during their healthcare journey.
As a Senior Associate, you will not only manage patient inquiries with excellence but also act as a mentor to team members, ensuring that our service standards remain world-class. We pride ourselves on cultivating a supportive environment that offers continuous learning, career progression, and flexible working arrangements to help you balance your professional and personal life. If you thrive in a fast-paced environment and are passionate about patient experience, we invite you to join our mission of advancing health by people who care.
Tanggung Jawab
- Manage high-volume inbound and outbound patient inquiries via phone, email, and digital channels with professional empathy.
- Resolve complex patient feedback or service issues by coordinating with various clinical and administrative departments.
- Maintain accurate patient records within the Healthcare Information System, ensuring data integrity and strict confidentiality.
- Guide patients through appointment scheduling, registration processes, and billing inquiries.
- Assist in the onboarding and mentorship of junior customer service associates to ensure team alignment with service excellence standards.
- Monitor and analyze service performance metrics to identify opportunities for process improvements.
- Participate in shift rotations as required to ensure continuous, high-quality patient support.
Kualifikasi
- Diploma or Degree in Hospitality, Healthcare Management, Business, or a related field.
- Minimum 3-5 years of experience in a high-volume call centre or customer service environment, preferably in the healthcare sector.
- Strong verbal and written communication skills with the ability to handle difficult conversations with tact and patience.
- Proficiency in Microsoft Office Suite and experience with CRM or healthcare management software.
- Ability to work effectively in a fast-paced, multi-disciplinary team environment.
- A proactive mindset with strong problem-solving capabilities and attention to detail.
- Commitment to delivering exceptional service and maintaining the highest standards of patient care.