REQUIREMENTS

• Minimum A-level with 6 years of relevant experience.
• Proficient in Microsoft Office.
• Team player with good interpersonal and communication skills.
• Service-oriented and adaptable

1. Handling feedback, complaints and enquiries:

• Attend to general telephone enquiries, emails and walk-in enquiries at hospital front lobby counter
• Monitor CRM cases and ensure timely closure.
• Resolve feedback/complaints as assigned by supervisors.
• Draft service replies for supervisor vetting.

1. Patient engagement:

• Collect feedback forms from all feedback boxes on weekly basis, and assist to resolve all general feedback.
• Identify and assess patient’s needs through feedback forms collected.
• Present complex feedback to supervisor for next course of action.
• Perform ward walk-about to garner feedback (Written & Verbal), and help to improve patients’ satisfaction on service lapses.
• Collate compliments received from NOK/Patients

1. Documentation & records keeping:

• To collate monthly compliments based on individual departments
• To collate monthly complaints based on individual departments
• To provide the monthly figures of compliments & complaints with contents to respective HODs
• To identify and provide figures on recurring trends or spikes in feedback to supervisors for assessment
• Compile physical records on a monthly basis

1. Manage front lobby Level 1 counter:

• Oversee overall condition of Level 1 Lobby (Cleanliness, wet weather conditions) to ensure visitor safety and experience.
• Receive non-monetary donations.
• Sort mail for respective departments.

1. Conduct Hospital Tours:

• Contact visitors to schedule visits.
• Conduct tour with Introduction of hospital facilities (Eg. Day Rehab, Dialysis Centre) and attend to inquiries from visitor.
• Inform Admission team to follow up on request by visitors.