NUR SARINA BINTI MOHD IDROS
Singapore
Summary
Graduated from Republic Polytechnic with a Diploma in Sports and Leisure Management. Seeking a career in an administrative role where I can utilize my knowledge and skills to significantly contribute to the company.
Highly enthusiastic, outgoing, quick learner, able to adapt to new environments, willing to learn new things, good communication skills and demonstrates initiatives and confidence working both independently and within a team environment. An efficient customer service representative with 4 years of experience in customer service and 2 years in call centre in the healthcare industry.
Skills
- Adaptability and Flexibility
- Decision Making
- Telephone Etiquette
- Empathy and Compassion
- Customer Service
- Patient Confidentiality
- Appointment Scheduling
- Healthcare Knowledge
- Quality Assurance
Overview
7
7
years of professional experience
Work History
Senior Patient Service Associate
Singapore General Hospital (SGH - DEM)
01.2023 - 02.2024
- Enhanced patient satisfaction by providing efficient and compassionate service during admission by explaining to them the admission process.
- Register incoming patients provided by the ambulance.
- Applied administrative knowledge and courtesy by explaining procedures and services to patients.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Managed multiple phone lines, addressing patient inquiries and directing calls to appropriate departments as needed.
- Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing - for short day surgery (SDA).
- Reduced errors in data entry by diligently verifying information on forms prior to submission into the system.
- Maintained a clean and organized reception area, creating a comfortable environment for patients and visitors during their time at the facility.
- Answered incoming calls, scheduled/cancel appointment, filed medical records and arranged meals for patients and Doctors.
- Responded to inquiries by directing calls and showing of directions to appropriate personnel.
- Maintained confidentiality by properly handling sensitive patient information in accordance with PDPA guidelines.
- Supported clinical staff by organizing and maintaining patient records for easy access and updated documentation.
- Assisted in the management of patient waitlists and coordinated urgent appointments for patients requiring immediate care.
Customer Experience Specialist
Agoda
09.2022 - 12.2022
- Answer enquiries from nation wide [booking issue, promotion, payment/refund, amend booking, cancellation, adding special request, clarifying / give assurance that booking is confirmed]
- Liaise with various hotels/apartments from all over the world
- Liaise with internals for payment, looking for alternative hotel stay, feedback, foreign language team, manager/team captain
- Attend meetings and trainings
- Answer enquiries via emails
- Familiarize with Microsoft Team chat, Wiki/Confluence, Workday app
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Basic knowledge skills of Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Google note, Google Drive.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
Customer Service Associate
National University Hospital (Alexandra Hospital)
01.2020 - 08.2022
- Answer enquiries from public and booking/cancelling/scheduling of medical appointment
- Attend to emails
- To book appointment for referrals from polyclinic and General Practitioner (GP)/CHAS GP clinic
- Attend to emergency calls (i.e. Code blue)
- Liaised with various internal departments on patients' appointments for tests/procedures (e.g. Wards/clinics/labs)
- Liaised with patient or their caregivers for any follow-ups
- Familiarize with different systems (i.e. NGEMR (EPIC), Health Messaging System (HMS), SAP, CPSS (referrals from polyclinics))
- Basic knowledge skills of Microsoft word, Excel, PowerPoint and Google apps (e.g. Google note/drive etc.)
- Checking of appointment reminder letters (correct appointment date, time and clinic location) and send letters to mail room
- Answered customer telephone calls promptly to avoid on-hold wait times.
Dental Assistant Cum Receptionist
SmileArts Dental Studio Pte Ltd
04.2019 - 01.2020
- Assist doctor during consultation (i.e. Prepare the instruments needed before procedure, sterilize the tools, cleaning of infected areas such as dental chair, sink and table)
- Taking of X-rays (Full mouth [OPG], small section of the teeth [bite-wings, PA]
- Prepare folders for doctors for the next day schedule
- Calling of patients for upcoming appointment reminder
- Schedule/Book appointments
- Attend to patients' queries via call, messages, e-mail or walk-in
- Payment collection, distribute the necessary medication that is prescribed by the dentist
- Send message reminders for future appointments to patient
- Follow-up with patients' condition for those who did major treatments such as Root Canal, Wisdom Tooth surgery, complex cleaning of the gums using laser
- Liaised with external vendors for sending of teeth cast for retainers, Invisalign, crown, implant tooth
- Liaised with other branches and dental clinics for specialized referral according to Dr's instruction
- Keeping up of the government's subsidies for the different treatments (i.e. CHAS cards; Blue, Orange, Merdeka Generation, Pioneer Generation subsidies and explain to patient regarding the charges.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
Senior Patient Service Associate
Tan Tock Seng Hospital - Geriatric Medicine (GRM)
10.2017 - 02.2019
- Performed frontline duties in the area of registration, appointment scheduling and payment collection to ensure smooth and efficient patient flow in the centre
- Provided assistance to doctors and patients in the consultation rooms
- Conducted basic patient assessments in Treatment Room (i.e. Taking the patient's blood pressure, height, weight and advice regarding the 'Fall Risk Assessment')
- Liaised with various departments on patients' appointments for tests/procedures
- Briefed patients on necessary preparation needed prior to follow up tests/procedures
- Familiarized with billing/payment methods (i.e. Medisave, Medifund, Flexi- Medisave, Pioneer Generation (PG) card, Civil Servant card (CSC), MCAF-S, MCAP-M)
- Familiarized with the different systems (i.e. SAP, CPSS2, Q-SOFT, EAS, ipharm, iHR, MRMS)
- Maintained confidentiality by properly handling sensitive patient information in accordance with PDPA guidelines.
- Reduced errors in data entry by diligently verifying information on forms prior to submission into the system.
- Answered incoming calls, scheduled appointments and filed medical records.
Intern - HR Department
Global Spectrum Pico Pte Ltd
03.2017 - 08.2017
- Performed general administrative duties such as filing, sending of emails and letters, photocopying and scanning documents
- Assisted the supervisors and manager in hiring candidates and setting up of interviews
- Liaised with the managers and senior executives from other departments for specific matters such as reference checking for shortlisted candidates
- Prepared contracts for part-time staffs and briefed the contract terms with the new staffs
- Liaised with external companies in purchasing gifts for staffs such as 'Get well soon' basket, birthday gifts, condolences wreath
- Liaised with external vendors for stationery orders.
Part-time
Part-time
Cotton On (Body) - Retail Assistant (02/2014 to 05/2015)
Charles & Keith - Retail Assistant (06/2015 to 08/2018)
Decathlon - Retail Assistant (08/2018 to 02/2019)
Availability
1 month notice
Education
Diploma in Sports and Leisure Management -
Republic Polytechnic
Singapore10.2017
Orchid Park Secondary School
Singapore12.2013
Ahmad Ibrahim Primary School
Singapore12.2008
Personal Information
- Age: 27
- Expected Salary: $3,100
- Ethnicity: Malay
- Date of Birth: 07/09/96
- Nationality: Singaporean
- Marital Status: Married
Awards
- Republic Polytechnic - Sports Volunteer - KCR (2014)
- Republic Polytechnic - JIVE FIESTA (School event) (2015)
- Republic Polytechnic - RP Xposition Event (2016)
- Orchid Park Secondary School - Holistic Education Bronze Award [2009]
- Orchid Park Secondary School - National Inter-school Softball 'C' Division Championship
- Orchid Park Secondary School - Peraduan Penulisan Bahasa Melayu 2010 (Malay language Essay Writing 2010) - Excellence award
- Orchid Park Secondary School - First in Malay Language in school's Speech and Prize-Giving Presentation
- Orchid Park Secondary School - First in Malay language Essay Writing Contest 2013 - National level - Secondary School: Gold award
- Orchid Park Secondary School - Model Student Award 2013
Volunteer Experience
- Sundown Marathon 2014 (Usher and in-charge of water point)
- POSB Passion Run for Kids 2014 (Usher)
- Standard Chartered Marathon (Usher)
- Trifactor Series 2014 Swim/ bike/ run (Baggage area)
- TYR Swimming competition (Usher)
- SLeague Event (F&B assistant)
- RP Xposition Event (Clothing and shoe sections - retail assistant)
- 28th Sea Games 2015 (Sales assistant)
- ST Run at the Hub 2014 (Usher)
References
Upon request
Languages
English
Bilingual or Proficient (C2)
Timeline
Senior Patient Service Associate
Singapore General Hospital (SGH - DEM)
01.2023 - 02.2024
Customer Experience Specialist
Agoda
09.2022 - 12.2022
Customer Service Associate
National University Hospital (Alexandra Hospital)
01.2020 - 08.2022
Dental Assistant Cum Receptionist
SmileArts Dental Studio Pte Ltd
04.2019 - 01.2020
Senior Patient Service Associate
Tan Tock Seng Hospital - Geriatric Medicine (GRM)
10.2017 - 02.2019
Intern - HR Department
Global Spectrum Pico Pte Ltd
03.2017 - 08.2017
Diploma in Sports and Leisure Management -
Republic Polytechnic
Orchid Park Secondary School
Ahmad Ibrahim Primary School
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