Patient Service Associate Executive, Contact Centre (2 years contract until 31 Dec 2027)

Operational

           i.            Handle customer queries, appointments, and service referrals across all communication channels using transactional and CRM systems, providing accurate, complete information and exceptional assistance service.

         ii.            Ensure timely follow-up on customer requests and coordinate with relevant departments to meet promised timelines.

        iii.            Serve as primary contact for non-subsidised patients, delivering personalised, end-to-end concierge support including appointment coordination and medical procedure scheduling.

        iv.            Manage challenging customers using established escalation procedures and ensure thorough documentation and case categorisation.

          v.            Conduct post-discharge follow-up calls to patients or next of kin and support other departmental hotlines as needed.

        vi.            Manage emergency staff activations, maintain staff contact details, and communicate critical results to internal teams.

      vii.            Work collaboratively to achieve contact centre KPIs, including personal productivity targets and department metrics like Service Level and Abandon Rate.

    viii.            Maintain strict adherence to policies, processes, and procedures whilst providing feedback for service improvements

        ix.            Conduct on the job (OJT) training and provide guidance to new and junior PSAs

          x.            Assist supervisor in handling of escalated calls and emails and be able to apply service recovery where applicable

        xi.            Assist Supervisor in training and updating information for WH Chatbot

General

         i.            Ensure patient confidentiality and confidential documents must be kept safely at all times

       ii.            Perform daily housekeeping of workstation to maintain neatness

     iii.            Provide support to other ground operations when required

     iv.            Be prepared to work at another NHG call centre location when require

       v.            Perform other duties as requested by Supervisor and above