Senior Assistant, Mobile Services

at  Doctor Anywhere

ABOUT THE TEAM

Our Medical Services team is critical to the success of Doctor Anywhere. We are a team of healthcare professionals who oversee Doctor Anywhere ’s medical operations including clinics, telemedicine and mobile services. With our patients as top priority, our team works closely together to deliver the benefits of innovative medical technology.

REQUIREMENTS

• Able to commit to a 5.5-day work week, or any shift patterns of up to an average of 44 hours a week.
• Minimum 1 years’ experience in the medical/healthcare industry preferred. Other similar work experiences will be considered.
• Prior experience in customer service with a proven track record in planning, organization and coordination required.
• Basic Cardiac Life Support (BCLS) + AED Certified preferred.
• Excellent verbal and written communication skills in English and one other language to communicate with various patient profiles.
• Proficient in MS Office, Google Suite Tools, especially MS Excel/Google Sheets.
• Willingness to learn new systems and processes.
• A start-up attitude - you take full ownership of things that you do and am willing to go out of your comfort zone and take on new challenges and changes within the organization.
• Comfortable with ambiguity and flexible to learn new things - we’re not done growing and heading into uncharted territories is part of the fun!

RESPONSIBILITIES

• Manage various patients across multiple projects by processing requests and coordinating with patients and teammates. Projects include, but is not limited to: a. onsite, home-based, and in-clinic health screening projects b. onsite, home-based vaccination projects c. existing onsite, home-based projects (Health Screening, Pre-Departure Testing, PCR/ART, MOH HRP) d. new initiatives launched by DA
• Prioritize and manage allocated project cases by processing requests and coordinating with various stakeholders. This includes, but is not limited to: a. Clinic Managers b. Ops Managers (VC Ops) c. Business Development/Commercial Team
• Consolidate data from various sources to prepare and process medical reports and appointments in a timely manner as per our agreed SLAs to clients and patients.
• Ensure efforts for the Mobile Team’s projects are continuously harmonized into a singular standard operating protocol. Daily reporting of project status is to be completed at the end of each day.
• Liaison with internal and external stakeholders as assigned by the Mobile Services Manager.
• Respond to all email and phone queries in a timely manner. All email requests are to be answered within 2 working days, and calls to be answered within the working day when on duty.
• Deployment or tasking of staff for onsite and home-based services.To be deployed for home-based services. Training will be provided if the need arises.
• Provide excellent customer service by demonstrating a positive and professional attitude, and to communicate clearly and effectively to DA’s clients and patients. If there is a need to escalate incidents to line managers, ensure that existing escalation protocols are adhered to.
• Ensure home-based appointments are managed in accordance with NCIS/CDC guidelines.
• Identify gaps and propose solutions to the reporting manager.
• Perform other ad hoc duties as required.

AD HOC DUTIES / ADDITIONAL REQUIREMENTS

• Shows initiative and critical thinking in a myriad of different scenarios.
• Proposes improvement projects or workflows on a personal working level to ensure greater efficiency in the current workflows.
• Investigation of lapsed and/or complaint cases and report it to the line manager.