Key Responsibilities
- Handle incoming calls, emails, and communications from patients regarding surgical appointments, procedures, and general enquiries
- Process enquiries from insurance companies related to patients surgical information
- Schedule, reschedule, and cancel surgical appointments in accordance with clinic protocols and patient needs
- Provide accurate information on surgical procedures, pre-operative requirements, and post-operative care instructions
- Coordinate with clinical teams to ensure optimal appointment scheduling and effective resource utilisation
- Manage patient complaints and concerns professionally, escalating complex issues to supervisors when required
- Achieve and maintain Contact Centre KPIs, including service level targets, call quality standards, and low drop-call rates
- Coordinate pre-operative processes, including appointment scheduling, assessments, and patient education on preparation requirements
- Facilitate post-operative care by providing recovery guidance, medication instructions, and follow-up appointment coordination
- Support interventional procedure patients with procedural information, appointment booking, preparation guidelines, and post-procedure care instructions
- Liaise with surgeons, nursing staff, and other departments to ensure seamless patient care coordination
- Communicate appointment confirmations, reminders, and critical updates to patients in a timely manner
- Escalate urgent medical concerns promptly to appropriate clinical teams
- Maintain accurate and comprehensive documentation of patient interactions, appointment updates, and service requests in designated systems
Job Requirements:
- Diploma in any discipline with at least 2 years of relevant work experience, preferably in healthcare, customer service, or contact centre operation
- Excellent communication and interpersonal skills with strong coordination and multitasking abilities
- Strong problem-solving and critical thinking skills
- Proficient in Microsoft Office applications (Word, Excel, PowerPoint) and adaptable to learning healthcare information systems
Working hours:
Mon to Fri: 8.30am to 5.30pm
Sat: 8.30am to 12.30pm (Alternate Sat)
Contract duration: 1 year
