Reporting to the Supervisor, you will ensure the smooth operations of the clinic, provide administrative support and ensure satisfactory call resolution i.e. calls are answered promptly and callers receive good services. You will manage queries, facilitate follow-up calls from respective departments and be involved in the promotion of clinic screening services. You may attend screening roadshows on occasion.
Key Responsibilities:
(a) Clinic admin support
- Liaise with laboratory on patient results; ensure all cases are accounted for
- Liaise with NHGD team on support for mammogram screening
- Liaise with patients on their medical status
- Prepare all patient results and letters for mailing
- Collate daily screening numbers, prepare weekly and monthly reports
(b) Correspondence with all vendors / service partners / patients & enquirers
- Liaise with labs, medical suppliers, NHGD and appointed vendors to ensure smooth operation
- Ensure good governance i.e. adherence to procurement and payment SOPs
(c) Administrative Support
- Work with the respective departments to update website information, manage online enquiries and appointment bookings
- Frank mail and generate month-end usage report
- Support promotional effort of clinic services to CHAS clinics, social service agencies, corporations and community.
- Coordinate patient referral cases received from CHAS clinics and other organizations
- Support off-site screening or vaccination efforts where applicable.
- Assist with donations received and assist with managing donation box at reception counter
- Attend to all calls with the aim of providing callers with one-stop resolution at all times without the need for escalation unless absolutely necessary.
- Obtain patient information for follow-up actions such as (but not limited to) screening clinic appointment bookings, query handling, liaison with SCS Departments for staff’s action etc.
- Explain eligibility criteria for screening provided at SCS and to provide guided alternatives to callers who do not meet screening eligibility criteria.
- Update relevant stakeholders info in SCS LEAP system e.g make appointment bookings, changes, or cancellation for eligible patients.
- Inform callers and assure them of SCS’ journey with patients and their families (where applicable).
- Attend to voice messages assigned to ensure callers are attended to within 2 working days.
- Attend to outbound calls assigned to ensure patients who are due for re-screening are contacted promptly to make appointment bookings.
- Attend to e-chat chatbot platform providing accurate responses to enquirers
- Work with volunteers who provide support to call management
- Maintain and improve quality results by adhering to standards and guidelines, recommending improvement in procedures (where applicable).
Criteria:
- Minimum of 1 year of relevant call centre or customer service working experience preferred.
- Call centre experience and/or familiarity with health screening and eligibility criteria is preferred.
- Well versed in Microsoft Office software – especially in MS Excel & Word.
- Effectively bilingual in English and Chinese (or dialect).
- Customer-focused and possesses strong communication skills with ability to work under pressure.
- Able to handle multiple tasks simultaneously.
- Ability to handle all calls and information with confidentiality and be familiar with PDPA requirements.
- Experience in matters related to cancer will be an advantage.
- Initiative to step up and help co-workers in times of manpower constrain.
- Able to contribute and work as a cohesive team.
