( A ) JOB SUMMARY
The Customer Services Associate is responsible to present a welcoming experience to patients and customers In the lobby and at the entrances into Thomson Medical Centre (TMC). He/She is responsible for smooth hospital operations, display consistent excellent service level to all internal external customers at all times, including duties assigned by Senior Guest Services Officers, Guest Service Officers, Assistant Manager and Senior Manager, Guest Services.
( B ) PRIMARY DUTIES & RESPONSIBILITIES
- Greeting and Assistance: Welcome patients, visitors, and doctors at various entrances and counters. Enquire about their purpose of visit and offer directions or assistance.
- Crowd Control and Directional Assistance: Provide crowd control during discharge times and directional assistance to patients and visitors.
- Luggage Assistance: Help patients with their luggage and belongings during admission and discharge.
- Queue Management: Assist with obtaining queue numbers and advising on necessary documents for admission.
- Patient Transfer: Transfer patients within the hospital, including from admission to ward, operating theatre, and during discharge.
- Hospital Items Management: Receive hospital items like gift packs, perform stock-take, deliver items to patients, and keep records of hospital inventory.
- Wheelchair Availability: Ensure wheelchairs are available for emergency use and operate wheelchair lifts when required.
- Patient Triage: Triage patients seeking admission at the Patient Service Centre and fast-track admission if necessary.
- Support and Coverage: Provide support and cross-coverage for colleagues from Concierge and Bellhop during their breaks or absences.
- Administrative Assistance: Assist PSC staff with preparing blank case-notes, photocopying package details for financial counseling, and clearing reception areas of deliveries.
- Location Assistance: Help patients locate tenant clinics, including those in Novena and other peripheral clinics.
- Temperature Screening: Perform temperature screening duties on weekends, public holidays, or as assigned.
- Other Duties: Cover duties of other team members during their absence and perform any other assigned tasks.
(C) REQUIREMENTS
- GCE N Level or GCE O Level
- At least 1 years experience in healthcare or hospitality industries
- Demonstrates pro-active role in anticipating customer needs and delivering satisfaction.
- Possesses pleasant personality, service oriented.
- Excellent communication, interpersonal skills
- Good Team Player
- Able to work on weekend and public holidays
