Senior / Triage Specialist (1-Year contract until 31 Dec 2026)

To support and ensure effective delivery of tele-triage, telemonitoring services at the customer contact centre. Assist the Manager and Supervisor in training of the team and provide clinical advice, as required MAJOR DUTIES & RESPONSIBILITIES Clinical Triage & Assessment i. Gather triage information and assess patient health concerns through various communication modes to determine appropriate care pathways ii. Streamline the triage process to reduce waiting times for emergent care or specialist consultations iii. Communicate complex triage calls with relevant clinicians iv. Provide health advice according to established guidelines and protocols Customer Service & Communication Management i. Handle all patient and customer interactions across multiple channels (email, hotlines, live chats, faxes, letters) ii. Understand caller requirements and provide complete and accurate information, going beyond the call of duty in assisting all enquiries iii. Manage difficult patients/customers and follow up with proper escalation procedures iv. Ensure proper documentation and categorisation of all cases v. Support other departmental hotlines where required eg. NurseFirst, Appointment and General Enquiries Appointment & Scheduling Management i. Use transactional and CRM systems to schedule and reschedule patient/customer appointments and resolve enquiries ii. Manage hospital-initiated appointment changes iii. Ensure timely follow-up of patient/customer requests by liaising with appropriate departments to meet promised timelines Emergency Response & Critical Communications i. Maintain hospital staff contact details for emergency activations ii. Activate and recall staff during emergencies and monitor their responses iii. Contact internal staff regarding abnormal and critical results Quality Assurance & Performance Management i. Work as a team to deliver contact centre goals and metrics (Service Level, Abandon Rate, personal productivity) ii. Maintain high-level adherence and compliance towards policies, processes and procedures iii. Conduct post-discharge follow-up calls to patients or their next of kin Service Improvement & Feedback i. Provide feedback on patient/customer comments and requests to reporting officers for service or process improvements ii. Offer suggestions to supervisors and participate in improvement initiatives iii. Assist supervisors in collating data for outcome tracking, trending and reporting Training & Mentorship i. Conduct on-the-job training for new staff and provide guidance to junior Triage Specialists ii. Assist supervisors in handling escalated calls and emails with appropriate service recovery measures General i. Ensure patient confidentiality and confidential documents must be kept safely at all times ii. Perform daily housekeeping of workstation to maintain neatness iii. Provide support to other ground operations when required iv. Perform other duties as requested by Supervisor and above Requirements NITEC, Diploma, Adva