Senior/Associate Executive (Surgery Contact Centre)

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