Singapore Job Openings
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NTUC Health
Care Concierge, Service Quality (Tampines Nursing Home)
FULL TIME
November 1, 2024
About Us
Job Description
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
- Tampines Nursing Home
- Appreciation and sensitivity to multicultural preferences and nuances
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