- Responsible for the effective and efficient management of the Liaison Centre’s call centre and customer service areas
- Provides operational oversight on all aspects of the Centre’s operations, including extending support and guidance should the team be activated for 24/7 on-call duties.
- Lead the review and implementation of work processes, policies, and procedures to ensure high level of service and operational efficiency
- Identify opportunities for improvements in service delivery and work with internal and external stakeholders (business partners) to review operational workflows for a well-coordinated patient journey across the hospital
- Monitor complaints/feedback and guides the team in resolutions
- Develop and institute quality audits of the department to ensure high service standards and adherence to procedures and guidelines
- Build a strong and competent team that can deliver high service standards
- Promote a working environment that supports work satisfaction
JOB REQUIREMENTS
- A Bachelor’s degree in any discipline
- At least 5 years working experience in a supervisory/leadership role in the healthcare industry or any service-related industries with frontline/customer-fronting roles managing teams
- Excellent communication (oral and written) and interpersonal skills
- Service oriented individual with passion for healthcare industry
- Process-driven and customer-focused
- Strong leadership and supervisory skills and able to command respect from team members
- Good organizational and stakeholder management skills
- Able to think on the feet, solve problems and make sound decisions
- Able to exercise initiative, manage pressure and multi-task in a fast-paced environment and work across departments/functions in a large and complex organization
For interested candidates, please send your most recent and updated resume to [email protected]
Subject heading: Patient Liaison Centre Manager
Andrea Eunice Tan Min Er
(R23112594)
Recruit Express Pte Ltd E
A License No. 99C4599
