Job description
Join Tan Tock Seng Hospital, a cornerstone of Singapore's healthcare system, as a Senior Customer Support Associate in the Appointment & Contact Centre. You will be the first point of contact for patients and caregivers, delivering compassionate, accurate assistance and coordinating timely appointments across hospital departments.
In this fast-paced role, you will leverage your communication skills and problem-solving abilities to guide callers, answer health service inquiries, confirm booking details, and provide updates on wait times and referrals. You will work with our integrated hospital information systems to ensure data integrity and a seamless patient experience.
We value service excellence, empathy, and accountability. If you thrive in a patient-first environment, enjoy multi-tasking in a dynamic team, and have a keen eye for detail, this is your opportunity to contribute to high-quality care delivery while developing your career in healthcare.
This role supports a 24/7 operations model with shift work. Training will be provided to ensure you meet our service standards and compliance requirements.
As part of our team, you will collaborate with doctors, nurses, and care coordinators to ensure patients receive timely appointments and clear, friendly information at every contact point. Your contribution will directly impact patient satisfaction and access to essential medical services.
Responsibility
- Manage inbound and outbound calls for appointment bookings, cancellations, rescheduling, and general inquiries across hospital services.
- Verify patient details and maintain accurate data in the hospital information systems and CRM tools.
- Schedule and coordinate appointments across clinics, manage referrals, and communicate wait times and next steps to patients.
- Provide guidance on services, test requirements, pre-appointment instructions, and insurance or eligibility documentation as needed.
- Assist patients with test results notifications, reminders, and follow-up actions to ensure continuity of care.
- Escalate complex or sensitive cases to supervisors or clinical staff with complete documentation.
- Maintain high service standards by meeting key performance indicators (KPIs) for response time, quality, and customer satisfaction while working with colleagues to improve processes.
Qualification
- Diploma or equivalent; typically 1-3 years of experience in customer service, contact center, or healthcare setting.
- Excellent communication skills in English; additional languages (Mandarin, Malay, Tamil) are an advantage.
- Proficiency with hospital information systems or CRM platforms; ability to learn new software quickly.
- Strong interpersonal skills with empathy, patience, and a patient-centric approach.
- High attention to detail and data-entry accuracy; strong multi-tasking and time-management abilities.
- Flexibility to work shifts, including evenings, weekends, and public holidays.
- Ability to work independently as well as collaboratively in a team; reliable and accountable.