Econ Nursing Home Services (1987) Pte Ltd – Customer Service Associate

RESPONSIBILITIES

Provide frontline services

• Welcome, greet and attend to residents, visitors and family of our residents in a professional manner
• Provide clear and concise information where appropriate on the telephone/video conferencing
• Direct queries to the relevant departments where applicable.
• Respond promptly to internal and external emails.
• Receive residents’ feedback and answer queries and when unsure, refer to relevant staff

 Handle collection of Monthly Home 

• Oversee payment collection procedures such as handling the collection of monthly payments (in cash or cheques)
• Ensure funds collection are tallied and accurate.
• Issue receipts accordingly
• Basic financial reconciliation for the centre (petty cash)
• Provide financial counselling where possible

 Provide administrative support and duties

• Scheduling and liaison with hospitals for residents’ medical needs
• Arrange appointments with various institutions, e.g. ambulance bookings, medical appointments, visitations in the centre.
• Prepare and submit centre’s daily/weekly/monthly reports timely e.g. Daily Bed Occupancy Report
• Maintain and update customer documentation as needed, handle enquires
• Handle orders in CRM and deliveries from vendors including inventory management 
• Assist CM/NM in relevant regulator reports, e.g. AIC, Training Records, etc
• Attend to telephone enquiries promptly
• Prepare meeting or training room or facilitate family conference. where applicable
• Facilitate visit from potential sponsors and orientate the premise 
• Ensure work are is clean, neat and conducive.

 Centre Operations

• Oversee the operations of service counters
• Contribute ideas to resolve customer problems to improve productivity
• Work within various teams to ensure outstanding customer service
• Maintain broad knowledge of customer products and services
• Organise and participate in centre activities with residents.
• Coordinate care among residents.
• when possible in residents’ activities

 Other Duties

• Perform any other duties and responsibilities that may be assigned from time to time.

Qualifications