Executive, Cancer Prevention & Control

Reporting to the Manager (Cancer Navigation), the Executive will provide frontline support to patients, caregivers, and the public across multiple communication channels (phone, email, chat, WhatsApp). The Call Support ensures inquiries are handled professionally and empathetically, with timely responses or referrals to the appropriate SCS services.

The role will also coordinate between various healthcare touchpoints and community partners to ensure seamless support, through cancer navigation and community outreach programmes.

Key Responsibilities:

1. Caller Support & Service Delivery

• Handle incoming enquiries in a timely and professional manner, addressing directly where possible, or escalating/referring as appropriate.
• Provide accurate information on SCS programmes, services, and initiatives.
• Ensure all interactions are conducted with empathy, sensitivity, and confidentiality.

2. Escalation & Coordination

• Refer complex or sensitive cases to Call Lead or appropriate staff for follow-up.
• Document inquiries and referrals clearly to ensure smooth handovers.
• Liaise with internal teams for accurate responses when information is not readily available.

3. Data Entry& Documentation

• Record call logs, inquiries, and feedback accurately in the system.
• Assist in preparing basic reports on call volumes, types of inquiries, and service usage.
• Flag recurring issues or service gaps to Call Lead.

4. Administrative& Team Support

• Support the Call Lead in implementing SOPs and service standards.
• Participate in training sessions to enhance call handling skills.
• Provide feedback on common caller concerns to improve knowledge base resources.

5. Cancer Navigation Programme Support

• Collaborate with the navigation team to ensure consistent information delivery.
• Provide case management support to cancer patients/caregivers as necessary.
• Provide outreach support in navigation programmes/events as necessary.

Key Requirements:

• Diploma in Health / Allied-Health, Communications, Social Sciences, Psychology or related field
• 1 to 3years of work experience. Relevant experience in customer service, call centre, or helpline support is beneficial
• Experience in healthcare or social service setting is a plus
• Strong interpersonal and customer service skills
• Conflict management and basic de-escalation techniques
• Adaptability to handle multiple channels and varied caller needs
• Good multitasking and time management skills
• Ability to converse in Mandarin, Malay, Tamil, or local dialects is an advantage for supporting diverse callers