Customer Service (Call Centre in Healthcare)

Job Responsibilities

As part of the team, you will be responsible for:

• Virtual Care Hotline Support
  Handle medical inquiries through a 24/7 telephone hotline (NUHS Virtual Care Centre, VCC), which serves as a hub for patient triage and a point of contact for caregivers and community partners seeking information related to the health and wellness of residents in the Queenstown area.
• Call Triage and Escalation
  Assess incoming calls, gather necessary medical details, and escalate to the appropriate VCC Nurse or Doctor when needed.
• Accurate Record-Keeping
  Ensure all call details are documented accurately in the call management system and the National Electronic Medical Record (NGEMR/EPIC).
• Follow-Up Calls
  Conduct follow-up calls two weeks after the initial contact to check on the patient's progress and outcomes.
• Quality and Service Improvement
  Participate in initiatives aimed at enhancing patient care, including ongoing professional development to build relevant knowledge and skills.
• Community Engagement
  Support hospital or community events and initiatives in partnership with Alexandra Hospital and stakeholders within the Queenstown community.
• Other Duties
  Perform any additional responsibilities as assigned by your supervisor.

Job Requirements

• A diploma or equivalent qualification in Nursing, Social Work, or Allied Health. Applicants with a Nitec in Nursing and relevant experience in clinics or call centers may also be considered.
• Ideally 3–5 years of relevant experience in the healthcare sector, call centers, or service-related fields.
• Willingness to work on a rotating shift schedule, including weekends and public holidays.
• Demonstrated leadership qualities and the ability to interact effectively with patients, caregivers, healthcare professionals, and community stakeholders.
• Excellent communication, listening, and problem-solving abilities, with a pleasant and approachable personality.
• Strong interpersonal skills and a team-oriented mindset.
• Proficiency in local languages and dialects is an advantage, especially if combined with experience in patient or caregiver engagement.
• Able to work independently, take initiative, and handle complex issues.
• Comfortable with ambiguity and adaptable to new challenges.
Basic proficiency in Microsoft Word, Excel, and PowerPoint, with strong analytical and critical thinking skills

If the role sounds interesting to you, we look forward to hear from you.

Only shortlisted candidates will be notified

EnviroDynamics Solutions Pte Ltd I EA License No.: 12C6285

Ng Chin Shen I Reg. No: R25127347

Email CV to : [email protected]