Service Transformation Ambassador, Guest Relations (1 Year Contract) - Alexandra Hospital

Job content

Roles and Responsibilities:

Alexandra Hospital has been operated by NUHS since 1 June 2018. The hospital is part of the larger Alexandra Campus, providing a one-stop care for all residents of Queenstown. The Alexandra Campus will be an Integrated Health Campus with healthcare facilities for acute, intermediate care and long term care. Our strategic Queenstown community partners, like voluntary welfare organisations and other community-based institutions will collocate and become part of the overall Campus to foster a stronger bond with the community as we aspire to build a healthier community together.

The role of the Service Transformation Ambassador is to support the operations of the hospital front lobby services, providing a pleasant experience to all patients and visitors upon arrival to Alexandra Hospital, through excellent communication skills and professionalism. Key duties would include:

• Ensure all patients/visitors to the hospital are well received and able to receive the information – directions to head to for Inpatient wards registration or SOC clinics


• To be well informed and aware of on-going developments and activities of the hospital to share with patients/ visitors when inquired


• Promote and encourage the use of self-service functions via self-service kiosks, One NUHS App and HealthHub app


• Assist patients/visitors in navigating the kiosk functions, provide guidance and on-site troubleshooting


• Assist in traffic flow and crowd control, ensure smooth running of electronic queue management system


• Proactively assist patients entering or exiting vehicles, and calling for taxis as needed


• To maintain the overall appearance of the hospital’s main lobby and ensure that it is tidy and orderly at all times, in collaboration with Housekeepers, Porters, Security Officers etc.


• Attend effectively to complaints of patients or visitors as required, and keep a record of all feedbacks obtained for necessary follow up and action by the relevant departments


• Ensure daily operations log are updated at the end of each shift/day, that all information and data are accurately capture


• Proper housekeeping and documentation i.e. of approvals, correspondences etc. of department’s folder in shared drive


• Timely submission and upload of monthly report if required


• Prompt delivery of other administrative duties that may be assigned from time to time

Requirements:

• GCE O-Levels, Diploma and above


• Good communication skills. Ability to speak a second language will be an advantage.


• Good customer service skills. Prior experience in hospitality or service industries will be an advantage.


• Good coordinating and organizing skills


• Ability to multitask and work in a fast-paced environment


• Proficient in Microsoft Office such as Excel, Words and Power-Point


• Be comfortable with working in hospital and clinic settings