Associate Wellbeing Coordinator (CareLine), SORH (Programs) (Contract)

As an Associate Wellbeing Coordinator, you will be part of a collaborative team comprising of Primary Care Providers, Community Nurses, Wellbeing Coordinators and Community Partners. The team will provide 24/7 telecare support and assistance to clients from incoming calls to CareLine in accordance with established protocols through various virtual modes. You will receive incoming voice calls and make outgoing care calls to strengthen the care relationship with clients. This position serves as a vital touchpoint to SingHealth’s clients, supporting them on their journey towards better health and wellbeing.

Key Responsibilities

You will assist and provide support in monitoring clients' wellbeing through regular check-ins, directing clients to appropriate community resources, and coordinating health and social care administration with various stakeholders. Your role includes maintaining updated documentation of care plans, encouraging and empowering clients towards healthy lifestyle changes, and escalating complex cases to senior coordinators when required.

In the call centre environment, you will ensure consistent service standards, execute daily operational workflows and maintain confidentiality whilst safeguarding client data. You will be expected to achieve service levels as determined and maintain low abandoned call rates through efficient call handling. You may also support community outreach and engagement efforts as required. Additional duties may be assigned by your supervisor as required.

Job Requirements

·       Fresh Diploma in any discipline preferably with at least 2 years of relevant experience

·       Experience in contact centre or eldercare experience would be an added advantage

·       Operational experience and knowledge in health, social and community care sectors

·       Able to communicate in 2 or more languages and dialects would be an added advantage

·       Able to work on rotating 12-hour shifts

·       Strong team player with a positive work attitude and strong sense of responsibility

·       Possess good problem-solving skills