Contact Centre Executive ( Health Care related )

Your duties shall include, but not be limited to the following:

1. Appointment Management:

Arrange and make appointments in line with clinic protocols via BM designated communication sources: Telephone calls, Whatsapp, emails etc.

2. Enquiry Handling:

Ensure all patient and provider queries (via phone, email, online platforms) are attended to promptly and accurately.

3. Feedback Resolution:

Oversee the logging, investigation, and follow-up of patient feedback and complaints; escalate issues appropriately to the stakeholders.

4. Information Directory Development:

Create and maintain an up-to-date internal directory of clinic services, doctor schedules, procedures, panel information, and clinic FAQs.

5. Call Quality Monitoring:

Review call recordings or logs regularly to ensure adherence to scripts, empathy, accuracy, and professionalism.

6. Escalation Handling:

Serve as the escalation point for complex or sensitive queries that require supervisory attention.

- Contract for Service

- Monday - Friday: 9am-5pm

- Saturday: 9am-12pm (WFH)

- Work location: Central North Bridge Road/Bugis

Job Requirements

. Candidate to have prior Healthcare industry related experience; Private GP, Government Hospitals, Polyclinics, Specialist Clinics, Pharmaceutical etc.

· An active listener with good communication skills

· A collaborative team player and multi-tasker

· Good problem-solving skills

· Emphatic and patient

· Customer-focused and a genuine passion for engaging and

helping people