Senior / Triage Specialist (1-Year Contract)

About the role

NHG is hiring a Senior / Triage Specialist on a 1-year contract until 31 December 2026 to support and ensure effective delivery of tele-triage and telemonitoring services at its customer contact centre. The role also assists the Manager and Supervisor in team training and provides clinical advice when needed.

Key responsibilities

• Clinical triage and assessment: gather triage information and assess patient health concerns through various communication modes, streamline the process to reduce waiting times, communicate complex calls with clinicians and give health advice according to guidelines and protocols.
• Customer service and communication: handle patient and customer enquiries across email, hotlines, live chats, faxes and letters, manage difficult customers and escalate appropriately, document and categorise every case, and support other departmental hotlines such as NurseFirst, Appointment and General Enquiries.
• Appointments and scheduling: use transactional and CRM systems to schedule and reschedule appointments, manage hospital-initiated changes and follow up requests within promised timelines.
• Emergency response: maintain hospital staff contact details, activate and recall staff during emergencies, monitor their responses and contact staff about abnormal and critical results.
• Quality assurance and performance: contribute to contact centre goals and metrics (service level, abandon rate, productivity), comply with policies and procedures, and make post-discharge follow-up calls to patients or their next of kin.
• Service improvement and feedback: share patient and customer comments with reporting officers, suggest improvements, help supervisors collate data for reporting and assist in training new staff and guiding junior Triage Specialists.
• Other duties: keep patient confidentiality, keep the workstation tidy, support ground operations and perform other duties requested by the supervisor.

Required profile

• Degree or diploma (NITEC, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's or Post-Graduate Diploma) with at least 3 years in healthcare and/or community settings.
• Experience with the Next Generation Electronic Medical Record (NGEMR) is an advantage; a non-registrable doctor or Registered Nurse (Singapore Nursing Board or equivalent) is also an advantage.
• Ability to work alternate Saturdays.
• Bilingualism, with knowledge of various dialects or a foreign language, is an advantage.

Required skills

• Competence in Microsoft Office and CRM.
• Familiarity with basic medical terminology is an asset.
• Good writing and communication skills, telephone etiquette, attention to detail and teamwork in a fast-paced environment.

Applications are accepted only through the NHG career webpage, Jobstreet Singapore, the Singapore Medical Association, MyCareersFuture.sg, LinkedIn, or WHC-appointed recruitment agencies.