Customer Service Assistant

Customer Service

• Provide prompt, courteous, and accurate responses to patients' and caregivers' enquiries via phone, email, and other approved communication channels.
• Act as a liaison between patients/families and internal stakeholders to ensure seamless service delivery and a positive patient experience.
• Ensure continuity and clarity of communication, with prompt follow-up when addressing queries or relaying information between internal stakeholders and enquirers.
• Handle service-related issues sensitively and escalate matters appropriately when required.
• Provide coverage at the customer service counter during periods of manpower shortage or operational need.
• Assist in scheduling emergency and non-urgent appointments in accordance with operational protocol

Referrals & Admissions Management

• Retrieve and manage referrals from the Agency for Integrated Care (AIC) e-Referral System in a timely manner.
• Process referrals, including admissions, transfers, and withdrawals, accurately within the HNF Electronic Medical Record (EMR) System in accordance with required timelines.
• Inform relevant clinicians to triage referrals and coordinate assignment to the Clinician-in-Charge.
• Coordinate with the Social Work Department's administrative staff to retrieve Means Test results to support subsidy verification.
• Liaise with referring sources, AIC, and internal clinical and administrative teams to facilitate the timely exchange of information (e.g. discharge summaries, referral updates, withdrawal notices).
• Update and maintain accurate patient profiles, contact details, and referral information in the EMR system.

Training & Continuous Improvement

• Support the Operations Executive to implement and support new Call Centre initiatives, process improvements, and service enhancements.

Other Duties

• Perform any other related duties assigned by the Reporting Officer to support departmental and organizational objectives.

Qualifications

• Minimum GCE 'O' Level with at least 3 years of relevant work experience.
• Proficiency in English. Proficiency in Chinese, Malay, or Tamil is an advantage for communicating with non-English-speaking clients.
• Strong communication and interpersonal skills, with a pleasant, service-oriented disposition and professional telephone and email etiquette.
• Computer literate, with the ability to multi-task effectively and demonstrate strong coordination and follow-up skills in a fast-paced environment
• Prior experience in customer service or call centre will be advantageous.