Call Centre Officer, Care and Call Centre, RHSO (2-Year Contract)

Call Centre Officer, Care and Call Centre, RHSO (2-Year Contract) Job ID: 7147 Job Function: Administration Institution: National University Health System As part of the national HealthierSG initiative to transform the way healthcare is delivered, NUHS Regional Health System Office (RHSO) is setting up a Care and Call Centre (CareHub) to support the western population through phone calls, telemedicine, and digital communication platforms to become healthier and take charge of their own health. You will be responsible for helming CareHub in line with CareHub’s service standards and key performance indicators (KPIs) and delivering a positive customer experience for residents and community partners who reach out to CareHub for support to age well in the community. The job scope includes referrals to community partners, facilitating community appointments, conducting outbound nudges to encourage participation in screening and vaccination, and assisting residents and community partners with navigation of the healthcare landscape. You will have the opportunity to be part of a dynamic team, and we are looking for like-minded individuals who are positive and passionate about service experience with a quality improvement mindset. You will also participate in the development, implementation, and review of CareHub’s functions and initiatives, as well as be a knowledge champion for CareHub’s knowledge management system. The job holder will support the operations of CareHub Care and Call Centre in the following areas but not limited to: Engagement of residents and community partners to address enquiries about population health and RHSO services and initiatives and link up with the appropriate team/service where appropriate; Proactively liaising with NUHS teams and community partners to facilitate coordination of community-based services for residents; Support the navigation and provision of community-based resources/services to help residents and caregivers take charge of their own health; Assisting residents with community appointment-related requests; Conduct outbound nudges to encourage enrolment and participation in screening and vaccination; Proactive team player to contribute to service improvement initiatives and projects and be part of implementation; Scan for new ways, tools, and technology to improve resident and partners’ experience and efficiency of processes. Requirements At least Diploma qualification Positive attitude with a customer experience mindset Highly independent, self-motivated, and collaborative in a team setting Good interpersonal communication and writing skills Highly adaptable and good situational judgement Meticulous Experience in call centre or service line will be advantageous Ability to speak various languages will be advantageous Proficiency with Microsoft suite of applications #J-18808-Ljbffr