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
