Job Description
Job Responsibilities*
You will be responsible for the following:
Virtual Care Hotline
Attends to medical queries received via a 24/7 integrated telephone hotline that forms a network for triaging patients, and provides an avenue to caregivers and community partners to connect with Hospital for information relating to the health and well-being of patients and clients Triages all calls and obtains the relevant medical information for escalation to the VCC Nurse or VCC Doctor. Ensures that all calls’ information is captured accurately in the call system and NGEMR (EPIC). Follows up on clinical calls after 2 weeks to review patient’s disposition. Participate in activities that contribute towards the improvement of patient care, including professional development sessions to develop relevant areas of knowledge, skills and attitudes. Any other duties as assigned by Reporting Officer.
Requirements*
Diploma or equivalent professional qualification in Nursing, Social Work or Allied Health.
Those with Nitec in Nursing and has relevant working experience in clinics or contact centre will be considered. Preferably with 3 to 5 years of working experience in healthcare industry, contact centre environment and/or service related industry. Willing to perform rostered staggered 3 shifts for hotline coverage (including weekends and public holidays). Strong in leadership skills, with natural ability to interact with patients/ residents, healthcare team and community partners of all levels.
Strong analytical skills with good listening and problem solving skills. Pleasant disposition, approachable, with strong interpersonal and relational skills.
Team player with good interpersonal. Strong in communication and interpersonal skills.
Ability to use local languages and dialects will be an added advantage, especially coupled with experience interacting with and managing patients and caregivers. Independent worker, have initiative to resolve issues and strong in problem-solving. Comfortable with ambiguity, unchartered territory, enjoy challenges and problem solving. Equipped with basic computer skills in MS Words, Excel and PowerPoint; has Strong analytical skills