Senior / Triage Specialist (2-Year contract)

To support and ensure effective delivery of tele-triage, telemonitoring services at the customer contact centre. Assist the Manager and Supervisor in training of the team and provide clinical advice, as required

MAJOR DUTIES & RESPONSIBILITIES

Clinical Triage & Assessment
i. Gather triage information and assess patient health concerns through various communication modes to determine appropriate care pathways
ii. Streamline the triage process to reduce waiting times for emergent care or specialist consultations
iii. Communicate complex triage calls with relevant clinicians
iv. Provide health advice according to established guidelines and protocols

Customer Service & Communication Management
i. Handle all patient and customer interactions across multiple channels (email, hotlines, live chats, faxes, letters)
ii. Understand caller requirements and provide complete and accurate information, going beyond the call of duty in assisting all enquiries
iii. Manage difficult patients/customers and follow up with proper escalation procedures
iv. Ensure proper documentation and categorisation of all cases
v. Support other departmental hotlines where required eg. NurseFirst, Appointment and General Enquiries

Appointment & Scheduling Management
i. Use transactional and CRM systems to schedule and reschedule patient/customer appointments and resolve enquiries
ii. Manage hospital-initiated appointment changes
iii. Ensure timely follow-up of patient/customer requests by liaising with appropriate departments to meet promised timelines

Emergency Response & Critical Communications
i. Maintain hospital staff contact details for emergency activations
ii. Activate and recall staff during emergencies and monitor their responses
iii. Contact internal staff regarding abnormal and critical results

Quality Assurance & Performance Management
i. Work as a team to deliver contact centre goals and metrics (Service Level, Abandon Rate, personal productivity)
ii. Maintain high-level adherence and compliance towards policies, processes and procedures
iii. Conduct post-discharge follow-up calls to patients or their next of kin

Service Improvement & Feedback
i. Provide feedback on patient/customer comments and requests to reporting officers for service or process improvements
ii. Offer suggestions to supervisors and participate in improvement initiatives
iii. Assist supervisors in collating data for outcome tracking, trending and reporting

Training & Mentorship
i. Conduct on-the-job training for new staff and provide guidance to junior Triage Specialists
ii. Assist supervisors in handling escalated calls and emails with appropriate service recovery measures

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. Perform other duties as requested by Supervisor and above

Requirements

• • NITEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post-Graduate Diploma holder with at least 3 years in healthcare and/or community setting
  • Experience in using and being familiar with the Next Generation Electronic Medical Record (NGEMR) is an advantage
  • Non-registrable Doctor or equivalent is an advantage
  • Registered Nurse with Singapore Nursing Board or equivalent is an advantage
  • Passion for service excellence
  • Meticulous, attention to details
  • Strong team player, able to work in a fast paced and dynamic environment
  • Good writing skills
  • Strong communication skills and telephone etiquette
  • Competent in Microsoft Office & CRM
  • Familiar with basic medical terminology will be an asset
  • Must be able to work alternate Saturdays
  • Bilingual, with knowledge of various dialects or foreign language will be an advantage.
    
    

Please be informed that only application submitted through NHG Career Webpage (corp.nhg.com.sg/Careers), Jobstreet Singapore (jobstreet.com.sg), Singapore Medical Association (sma.org.sg), MyCareersFuture.sg, LinkedIn and WHC appointed recruitment agencies will be considered. If you are accessing this job posting from another recruitment channel, please visit the official channels mentioned above.