Patient Information Associate (Relocation in Q1 2027)

About the role

NHG is hiring a Patient Information Associate who handles all customer enquiries and concerns, using company resources, call centre policies and procedures to give complete and accurate answers. The role covers patient relations, operational tasks and general duties, with a requirement to relocate to the Ubi area in Q1 2027.

Key responsibilities

• Handle enquiries by call, SMS, email, live chat and fax, explain services and give basic pre-consult advice
• Reschedule appointments in the medical records system and keep patients informed of changes
• Keep patient information confidential in line with PDPA guidelines
• Respond to patient feedback and complaints promptly, and follow up outstanding cases within the department's SLA
• Contribute to contact centre targets: Patient Experience Survey score above 90%, call quality above 85%, average answer time under 20 seconds and call abandonment rate below 4%
• Answer emergency activations and critical laboratory and radiology results within 4 minutes and 1 hour respectively
• Create every enquiry or request as a case in the CRM with a clear description
• Maintain the hospital contact list, update workstations, report faults and take part in training, tests and improvement projects

Required profile

• Minimum GCE 'O' level or higher preferred
• Exceptional verbal and written communication; speaking a dialect or third language is an advantage
• Call centre or healthcare experience preferred
• Able to work two rotating shifts and willing to relocate to the Ubi area in 2027
• Team player who can work under pressure

Required skills

• Proficiency in Mandarin preferred, as the role serves Mandarin-speaking customers
• Competent use of the Medical Record system, CRM and contact centre telephony
• Computer skills and accurate keyboarding