Deskripsi Pekerjaan
Join Tan Tock Seng Hospital as a Senior Customer Support Associate in our Appointment and Contact Centre, where you will play a crucial role in delivering exceptional patient experiences. This is an exciting opportunity to be part of Singapore's leading healthcare institution, committed to providing compassionate and quality care to our community.
As a Senior Customer Support Associate, you will serve as the first point of contact for patients and their families, handling appointment scheduling, inquiries, and providing accurate medical information with professionalism and empathy. You will collaborate closely with clinical staff to ensure seamless coordination of patient services and contribute to maintaining high standards of customer satisfaction.
We are looking for individuals who demonstrate strong communication skills, the ability to handle high-volume calls efficiently, and a genuine passion for customer service. If you thrive in a fast-paced environment and want to make a meaningful difference in people's lives, this role offers you the chance to grow your career in healthcare while developing valuable skills in patient relations and healthcare administration.
Tanggung Jawab
- Manage incoming calls and emails from patients, relatives, and healthcare professionals regarding appointment scheduling and general inquiries
- Schedule, reschedule, and cancel patient appointments across various departments with accuracy and efficiency
- Provide clear and accurate information about hospital services, procedures, and departments
- Coordinate with clinical and administrative teams to resolve patient concerns and ensure continuity of care
- Maintain detailed patient records and update information in the hospital's database systems
- Handle escalations professionally and ensure timely resolution of issues
- Contribute to process improvement initiatives and share best practices with junior team members
- Support training and onboarding of new Customer Support Associates as needed
Kualifikasi
- Diploma or equivalent qualification, preferably in Business Administration, Healthcare, or related field
- Minimum 2-3 years of experience in customer service, contact centre, or front-line healthcare environment
- Strong verbal and written communication skills in English; proficiency in Mandarin or other languages is advantageous
- Excellent interpersonal skills with the ability to remain calm and professional under pressure
- Proficiency in Microsoft Office applications and experience with hospital management or CRM systems
- Demonstrated ability to handle multiple tasks simultaneously and meet tight deadlines
- Customer-focused mindset with a genuine desire to help patients and their families
- Willingness to work rotating shifts, weekends, and public holidays as required