Customer Service

Provide prompt, courteous, and accurate responses to patients' and caregivers' enquiries via phone, email, and other approved communication channels.

Act as a liaison between patients/families and internal stakeholders to ensure seamless service delivery and a positive patient experience.

Ensure continuity and clarity of communication, with prompt follow-up when addressing queries or relaying information between internal stakeholders and enquirers.

Handle service-related issues sensitively and escalate matters appropriately when required.

Provide coverage at the customer service counter during periods of manpower shortage or operational need.

Assist in scheduling emergency and non-urgent appointments in accordance with operational protocol

Referrals & Admissions Management

Retrieve and manage referrals from the Agency for Integrated Care (AIC) e-Referral System in a timely manner.

Process referrals, including admissions, transfers, and withdrawals, accurately within the HNF Electronic Medical Record (EMR) System in accordance with required timelines.

Inform relevant clinicians to triage referrals and coordinate assignment to the Clinician-in-Charge.

Coordinate with the Social Work Department's administrative staff to retrieve Means Test results to support subsidy verification.

Liaise with referring sources, AIC, and internal clinical and administrative teams to facilitate the timely exchange of information (e.g. discharge summaries, referral updates, withdrawal notices).

Update and maintain accurate patient profiles, contact details, and referral information in the EMR system.

Training & Continuous Improvement

Support the Operations Executive to implement and support new Call Centre initiatives, process improvements, and service enhancements.

Other Duties

Perform any other related duties assigned by the Reporting Officer to support departmental and organizational objectives.

Qualifications

Minimum GCE 'O' Level with at least 3 years of relevant work experience.

Proficiency in Mandarin is required to effectively communicate with Mandarin-speaking clients.

Strong communication and interpersonal skills, with a pleasant, service-oriented disposition and professional telephone and email etiquette.

Computer literate, with the ability to multi-task effectively and demonstrate strong coordination and follow-up skills in a fast-paced environment

Prior experience in customer service or call centre will be advantageous.