Singapore Job Openings
NTUC Health
Care Concierge, Service Quality (Tampines Nursing Home)
FULL TIME
November 1, 2024
About Us
NTUC Health Co-operative Limited (NTUC Health) is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on more than four decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. It also offers other services for seniors such as an active ageing hub, senior activity centres, community support for vulnerable seniors, and a sheltered / senior group home. In addition, it runs a chain of dental clinics, and a family medicine clinic
Job Description
You will be responsible for assisting with the onboarding of Nursing Home residents and ensuring that they continue to receive the quality of care as described in NTUC Health Care Philosophy and Service Standards.
Customer Journey Experience
Customer Journey Experience
- Act as the main liaison and single point of contact (Care Concierge) for next-of-kin of our nursing home residents.
- Engage caregivers and residents at the pre-admission stage to address any concerns or anxieties and to better understand the specific needs of the resident.
- Conduct pre-admission counselling sessions to help caregivers understand the fees, services provided, philosophy of care, living conditions and expectations of residents and next of kin.
- Receive the resident on the day of admission, conduct orientation and ensure that the resident settles in well to the new environment.
- Actively engage residents and caregivers throughout the period of stay and address any concerns that may arise by working together with the multidisciplinary care team.
- Be involved in multidisciplinary discussions as part of patient-centered/directed care planning by providing relevant information of residents' social background, preferences and habits.
- Help to develop and maintain important touchpoints for the resident journey from pre-admission to discharge.
- Assist in the measuring and monitoring of customer satisfaction via residents focus groups, periodic audits, residents satisfaction surveys, etc.
- Assist the manager in implementation of internal and external service recognition programs and events e.g. annual Service Excellence Award.
- Provide inputs during team meetings on service gaps based on the feedback received and propose service initiatives and training programmes for continuous improvements.
Qualifications
- Recognized diploma or degree,
- At least two years of work experience, preferably requiring interaction with a diversity of people
- Knowledge of geriatrics or experience caring for the elderly (eg; being a caregiver or volunteering) an added advantage
- Knowing multiple local spoken languages or dialects will be advantageous
- People-oriented, willing to work the ground
Skills
Documentation And AdministrationCustomer Service
Service Quality Management
Other Information
Location:
- Tampines Nursing Home
- Appreciation and sensitivity to multicultural preferences and nuances
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