Supervisor, Customer Contact Centre (Referral Team)

Manages and directs the activities of the Patient Information Associates (PIA) who provide customer support and booking of appointments from daily referral orders into the NGEMR system. Responsible for ensuring that resources are utilized efficiently, in accordance with contact centre objectives and in ways that consistently promote customer satisfaction and service excellence.

(A) SPECIFIC

1. Supervise and manage the Patient Information Associates (PIA) to ensure that they fulfill their job purpose in applying service policies in handling and resolving patients' enquiries.
2. Work on improving productivity and accuracy of team to support contact centre overall goals.
3. Participate in new hire interviews and confirmation appraisals.
4. Assist in coaching and training PIAs on service policies, product knowledge and enquiry handling.
5. Support PIAs in handling difficult to resolve complex referral bookings, appointment requests and escalated issues.
6. Ensure timely completion of referral orders received from Polyclinics, GPs or any healthcare institutions are booked into the NGEMR system daily.
7. Conduct monthly monitoring and coaching sessions and provide regular feedback.
8. Manage team performance, PDPA and CRM adherence, punctuality and discipline.
9. Handle call escalations and make decisions to resolve patient issues.
10. Supervise and ensure efficiency in emergency activation for the hospital.
11. Maintain information on hospital events and activities for the Contact Center.
12. Handle administrative matters such as roster planning, overtime claims, appraisals and meetings.
13. Review department performance and ensure optimal performance.
14. Perform the work of agents during peak periods.

(B) GENERAL

1. Ensure close monitoring and coaching for PIAs who fail call monitoring audits.
2. Ensure teamwork amongst team members.
3. Attend continuing education and in-service training.
4. Attend department and management meetings as required.
5. Promote cost-saving and environmentally friendly measures.
6. Participate in hospital and community activities.
7. Participating in Process Improvement Projects.
8. Represent the team on special projects and initiatives.
9. Perform other duties as assigned.

JOB REQUIREMENTS

(A) Education, Training, Experience

• Minimum GCE ‘A’ level or Diploma
• 3 years of supervisory experience in a contact centre.
• Strong customer service track record.
• Critical and analytical thinking skills.
• Strong written and communication skills.
• Proficient in computer navigation and administrative skills.
• Able to perform 2 rotating shifts.
• Willing to accept office relocation ubi area in March/April 2027