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Senior Executive/ Executive, Quality Service Management in Singapore at Agency for Integrated Care

Date Posted: 3/25/2019

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Job Description

  • Handling of enquiries from General Practitioners (GP) through calls and emails on schemes and claims related matters such as CHAS, Screen For Life, etc.
  • Ensure timely follow up on the closure of escalated GP enquiries
  • Tracking of feedback from GPs, Caregiver and Clients so as to report back to division for improvement.
  • Manage service requests and feedback through various channels (letters, email, phone calls and walk-in) from AIC  clients or their caregivers while ensuring a positive experience for them through timely follow-up and reply.
  • Work with internal and external stakeholders to look into clients or caregivers requests and feedback to achieve closure on issues raised.
  • Coordinate and facilitate family conferences between clients and service providers to work towards a positive resolution.
  • Drive service improvement and process changes for a positive customer experience.
  • Support any ad hoc QSM initiatives or new programmes.

Job Requirements

  • Degree in any discipline with at least 3 years of relevant experience in customer service and/or quality service management, preferably in healthcare or social services.
  • Good understanding of contact centre and/or feedback management operations.
  • Able to engage stakeholders and manage complex customer service/ feedback related issues to full closure.
  • Fresh graduates are welcome to apply.