Overview*The Care Manager supports the day-to-day operations of the Virtual Care Centre (VCC) within Alexandra Hospital to provide direct medical advice and support for patients who have received treatment in Alexandra Hospital via a 24/7 medical hotline.
The hotline is managed by a multidisciplinary team of care managers, doctors, and nurses with an aim to reduce unnecessary ED visits, UCC re-attendances, and readmissions; keeping care in the community as much as possible.
This role is expected to support subsequent expansion plans for VCC at the NUHS cluster level and beyond (including expansion to NUH, NTFGH, NUP polyclinics, national centres, community and the public).Job Responsibilities*You will be responsible for the following:Virtual Care HotlineAttends to medical queries received via a 24/7 integrated telephone hotline (NUHS Virtual Care Centre, VCC) that forms a network for triaging patients, and provides an avenue to caregivers and community partners to connect with Alexandra Hospital for information relating to the health and well-being of patients and clients within Queenstown community.Triages all calls and obtains the relevant medical information for escalation to the VCC Nurse or VCC Doctor.Ensures that all calls' information is captured accurately in the call system and NGEMR (EPIC).Follows up on clinical calls after 2 weeks to review patient's disposition.Participate in activities that contribute towards the improvement of patient care, including professional development sessions to develop relevant areas of knowledge, skills, and attitudes.Participate in projects and/or community events organized by Alexandra Hospital or partners within Queenstown community.Any other duties as assigned by Reporting Officer.Requirements*Diploma or equivalent professional qualification in Nursing, Social Work, or Allied Health.
Those with Nitec in Nursing and relevant working experience in clinics or contact centre will be considered.Preferably with 3 to 5 years of working experience in healthcare industry, contact centre environment and/or service-related industry.Willing to perform rostered staggered 3 shifts for hotline coverage (including weekends and public holidays).Strong leadership skills, with a natural ability to interact with patients/residents, healthcare teams, and community partners of all levels.
Strong analytical skills with good listening and problem-solving skills.Pleasant disposition, approachable, with strong interpersonal and relational skills.
Team player with good interpersonal skills.Strong communication and interpersonal skills.
Ability to use local languages and dialects will be an added advantage, especially coupled with experience interacting with and managing patients and caregivers.Independent worker, with initiative to resolve issues and strong problem-solving abilities.Comfortable with ambiguity, unchartered territory, enjoys challenges and problem-solving.Equipped with basic computer skills in MS Word, Excel, and PowerPoint; has strong analytical skills.
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