- Assist the Assistant Manager/ Manager to supervise a team of ground operations staff
- Ensure smooth operation of direct admission, air evacuation, management of patient medical appointments and all patient liaison services
- Review existing work processes/workflows, and propose continuous improvement to the processes/workflows
- Develop and implement new operational workflows to support the department's work
- Manage and co-ordinate appointments of VVIP/VIP with the respective internal stakeholders to ensure that the whole medical journey is seamless
- Host VVIP/VIP visitors and coordinate the visit with all the stakeholders involved to ensure the visit goes smoothly
- Perform frontline counter duties at times
- Provide On-Job Training(OJT) to new colleagues as assigned
- Coach and mentor ground team
- Develop and refine training materials and manuals
- Assist Assistant Manager/ Manager to organize roll-calls and briefing sessions
- Be an effective lead to promote collegiality and teamwork within the department and hospital
- Assist Assistant Manager/ Manager to attend to complaints
- Investigate complaints and incidents
- Analyze service issues and proactively develop effective solutions to solve operational and systemic problems
- Write written replies to complainants
- Conduct quality audits to ensure high service standards and adherence to procedures and guidelines
- Actively participate as a member or team lead in quality improvement projects at department/division/hospital level
- Responsible for managing fixed assets and equipment of the department (phone, IT systems)
- Ensure equipment are working and liaise with the vendors or internal departments to resolve issues expeditiously to ensure minimal downtime
- Troubleshoot any technical problems encountered by the team
- Support in the collation of operational and management reports generate accurate statistics for management's decision making
- Ensure all documents and data are properly stored, filed and disposed of in accordance to hospital's data governance polices
- Participate in hospital-level projects and workgroups
- Organize meetings, write meeting minutes and follow-up on meeting action points at department/division/hospital level
- Participate in emergency planning exercise and render support in any hospital emergency or incidents when required
- Assist to carry out any other duties assigned
- Bachelor's Degree in any discipline
- At least 2-3 years working experience in healthcare industry or any service-related industries, especially in frontline or customer-fronting roles
- Good communication and interpersonal skills
- Confident and able to interact with people of all levels - patients, next-of-kin, VVIP/VIP, business partners and internal stakeholders such as doctors, nurses and senior management
- Meticulous and possess good organisational and coordination skills
- Excellent team player with leadership qualities
- Able to think on the feet and solve problems and make sound decisions
- Able to handle pressure and multi-task in a fast-paced environment
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Contact Centre Executive - Singapore - RECRUIT EXPRESS PTE LTD
Description
Roles & ResponsibilitiesTeam Development
Service Quality
Administrative and Support Functions
General
REQUIREMENTS
For interested candidates, please send your most recent and updated resume to
Subject heading: Contact Centre Executive
Andrea Eunice Tan Min Er
(R
Recruit Express Pte Ltd
EA License No. 99C4599
Tell employers what skills you haveHealthcare Industry
Customer Relationship
Leadership
Process Automation
Customer Relationship Management CRM
Quality Improvement
Interpersonal Skills
Team Development
Data Governance
Cantonese
Process Management
Attention to Details
Audits
Statistics
Service Excellence
