( A ) JOB SUMMARY
The Customer Services Associate is responsible to present a welcoming experience to patients and customers In the lobby and at the entrances into Thomson Medical Centre (TMC). He/She is responsible for smooth hospital operations, display consistent excellent service level to all internal external customers at all times, including duties assigned by Senior Guest Services Officers, Guest Service Officers, Assistant Manager and Senior Manager, Guest Services.
( B ) PRIMARY DUTIES & RESPONSIBILITIES
- Station at TMC Side entrance, Main Entrance, Main Lobby, Information Counter, Admission/Discharge Counters, smile, greet and acknowledge incoming Doctors’ by their names, patients, visitors and internal customers.
- Enquire purpose of visit, offer patients/visitors the direction/assistance to desired location with open palm.
- Provide assistance such as crowd control during discharge time, directional assistance to patients/visitors amongst others.
- Assist patients with their luggage and/or belongings from the taxi stand or from their vehicle during admission and discharges.
- Assist with obtaining queue numbers and advice of necessary documents for admission.
- Transfer patient from admission to ward, operating theatre to/from ward (station in operating theatre during peak morning hours) and/or any transfer within the hospital vicinity and during discharge to send off.
- Assist to receive hospital items such as gift packs to patients, do stock-take, help to deliver to patients at the ward and keep record of hospital inventory items.
- Ensure wheelchair is available for emergency usage at all times and operates wheelchair lift as and when required.
- A good working knowledge of the hospital's directory, products and services.
- To triage patients seeking admission at the Patient Service Centre and fast-track admission if necessary.
- To support/cross coverage for fellow colleagues from Concierge and Bellhop and or when they are on meal breaks, sick leave, annual leave etc.
- Assist PSC staff to prepare blank case-notes for us on patients' admission and photocopying packages details for financial counselling as well as clearing reception area of deliveries when required.
- Provide assistance to patients seeking location of our tenant clinics including those of our other clinics located in the Novena areas and our other peripherals clinics.
- Temperature Screening duties on weekends/PHs or as and when required or assigned.
- Cover duties of other team members during their absence where applicable and perform any other duties that may be assigned from time to time.
(C) REQUIREMENTS
- GCE “N” Level or GCE "O" Level
- At least 1 years’ experience in healthcare or hospitality industries
- Demonstrates pro-active role in anticipating customer needs and delivering satisfaction.
- Possesses pleasant personality, service oriented.
- Excellent communication, interpersonal skills
- Good Team Player
- 5 days work week including PH and weekend
- 8:00am to 5:30pm
