Handle general enquiries and appointment related matters for all clinical disciplines and services
Perform administrative tasks to ensure optimal operational efficiency and customer satisfaction in the provision of Contact Centre Services.
Determine appropriate avenue of care and provide health advice according to established guidelines and protocols by obtaining history, gathering triage information, assessing and evaluating patient health concerns made via phone, fax, email or other modes of communication
Communicates complex triage case with the relevant clinician.
Streamline the triage process and shorten the waiting time for patients requiring Emergent care or Specialist consult
Attend regular meetings with relevant stakeholders to discuss and provide feedback on triage services
Provide point of contact (Subject Matter Specialist role) for Contact Centre Staff on clinical enquiries
Collates data for outcome tracking, trending and reporting
Analyzes data to establish health priorities and interventions.
Maintains and safeguards confidentiality of patient health information.
Other duties include:
Identify areas of improvement or participate in improvement projects
Ensure teamwork and participate in activities related to the smooth running of the department
Ensure that all tasks requiring follow-up are being carried out
Perform other duties as requested by Executive and/or Manager
Professional certificate/Higher NITEC, Diploma, Advanced/Higher/Graduate Diploma holder, Bachelor's Degree, Post-Graduate Diploma, Professional Degree holder
At least 1 to 3 years of experience in healthcare and/or community setting
Customer-oriented with strong interpersonal and communication skills
Experience in Emergency department, Ambulatory care, Care Co-ordination or previous telephone consultation is an advantage
Converse in English and Mother Tongue language fluently
Proficient in computer navigation and administrative skills
Able to work rotating shifts
Work Experience Level:
CUSTOMER-ORIENTED WITH STRONG INTERPERSONAL AND COMMUNICATION SKILLS
Nice to Have Skills:
ABLE TO WORK ROTATING SHIFTS