Assistant Manager / Senior Executive, Stakeholder Management, Enquiries & Support

JOB OVERVIEW

We are looking for a dedicated and proactive Assistant Manager / Senior Executive to join our Enquiries Team. In this role, you will be responsible for providing support to stakeholders and managing and responding to enquiries from clients and stakeholders, ensuring timely and accurate resolution of issues on healthcare subsidies schemes administration that enable seniors, patients and/or caregivers to acquire subsidised products and/or services. You will also support process improvements, data tracking, and coordination efforts to enhance the efficiency of enquiry handling.

Please note that this role is on 2 years contract, subject to renewal. 

JOB DESCRIPTION

• Handle and respond to enquiries and escalations via email and other communication channels from members of the public as well as internal/external partners. Ensure accurate and timely response, escalating complex cases from clients, care, service or product providers as needed.  
• Work closely with internal teams to ensure consistent and accurate information dissemination (e.g. communicate implementation of new subsidies schemes, develop, or update internal and public-facing content and collaterals.) Provide support to training or knowledge-sharing initiatives to improve enquiry management.
• Gather feedback and data from care, service or product providers via regular operations metrics reporting or ad hoc focus group discussions to support formulation of initiatives to improve subsidies schemes’ administration.  For example, translate feedback into streamlined processes with care providers and work with system design team on system enhancements to improve subsidies schemes’ administration in the community. 

JOB REQUIREMENTS

• Degree in any discipline, preferably with at least 3 to 5 years of experiences in healthcare, applicants without healthcare experiences but possesses relevant skills sets may be considered for the role.  
• Applicants with experience with enquiries and escalation management, client and partner engagement will have added advantage.
• Able to multi-task and work in a dynamic work environment with supervisory guidance from team lead. 
• Able to work independently and as a team player to collaborate with various stakeholders, internally and externally, with motivation to learn, grow and progress as a team.
• Possess strong interpersonal skills, good written and verbal communication and /or presentation skills.
• Creative and resourceful with problem-solving capability to handle ambiguity, manage escalation issues and provide effective resolutions.