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