Vannie Ng

Experience

• 

  Singapore Power Ltd

  Aug 2001 - Oct 2010

  Executive Assistant, Call Centre

  • Assisting both the Deputy Director & Manager in ensuring a smooth flow of operations in the department and to achieve the department’s Key Performance Indicator (KPI).• Attend Quarterly Meetings with support departments for exchange of feedback on operational issues to standardize and streamline work processes for better efficiency.• Identify the potential in her team members and help them develop and improve further.• Understand the performance of each of the team members through constant monitoring and coaching.• Motivate her team to put in their best to achieve quality service and productivity standards set.• Conduct confirmation and yearly appraisals of staff• Accountable for Performance of Team Coach• Attending refresher courses, eg. Supervisory Training & Customer Service• Handling escalated calls from Call Agents and ensuring that customers get their issues resolved at the shortest possible turnaround time.• Conduct weekly briefings for staff to ensure that they are updated with the latest information.• Involved in improvising Integrated Voice Response (IVR) project and was selected for voice recording to update SP IVR announcements. Show less

• 

  International SOS

  Nov 2010 - Oct 2013

  Operations Supervisor, Asia Pacific Region

  Achievements• Reviewing and handle all aspects of invoices/ claims, reimbursement and reconciliation of claims from customers, within a timely and professional manner. • Tasks allocated are completed efficiently and timely, to meet both internal and external performance measures.• Establish and maintain effective relationships with other internal and business partners, to ensure continuity of service delivery.o Strong collaboration and frequent interactions with TOP Operations team members is requiredo May involve provision of general customer service to external partiesDaily Tasks• Daily tasks include entering data and tracking invoices in spreadsheets and / or proprietary software systems; reviewing invoices to ensure that costs and diagnosis are consistent with the meaning and intention of the relevant cover; and scanning these accurately to the claims department (Wisconsin Physician’s Services (WPS)), for processing.• Allocating action items or follow ups to appropriate areas and staff for handling, to ensure claims can be processed.• Work closely with Network Executive team in identifying provider issues for education, and feedback to the team in an effective manner to assist in improving the level of provider knowledge. May include some analysis of data to identify trends, focus areas for claims compliance improvement• Identify issues and engage the Medical Department for any medical irregularity on invoices and bring to the TRICARE management team’s attention any cases where fraud and / or abuse are suspected.• Highlight to higher management on issues that may impact the delivery of the service providing information as required. • Maintain accurate records including statistical information and client reports using the computer system made available by the organization.• Maintain an environment conducive to effective and efficient ensuring that all relevant stationery and administrative materials are available at the workstation. Show less

• 

  Mount Elizabeth Novena Hospital

  Jan 2014 - Apr 2015

  Assistant Manager, Business Office

  Achievements• Assisting Business Office Manager in ensuring a smooth flow of operations in the department and to achieve the department’s Key Performance Indicator (KPI).• Attending weekly meetings with support departments for exchange of feedback on operational issues to standardize and streamline work processes for better efficiency.• Identify potential in team members and help them to develop and improve further.Daily Tasks• Manage a team of Patient Account Officer, Executives and Senior Executives under Admission & Discharge for Business Office.• Guide and advise staff in handling daily operations• Cross and deploy staff accordingly• Conduct new staff departmental orientation• Work with Head of Departments to discuss and to discuss and resolve departmental issues• Assist in conducting weekly/ monthly departmental meeting to discuss on operational issues and to take actions to resolve operational issues with other departments.• Assist in reviewing existing processes and proposes new processes to maximize productivity to meet departmental KPI• Review KPI reports and discusses with Senior Executives on the next course of action to meet KPI• Assist Manager in conducting periodic or random cashier collection audit• Conduct periodic review of the roster for counter staff to ensure sufficient coverage• Review staff time sheet under purview and forward to Business Office Manager for approval• Liaise with other department or section to obtain and provide feedback that will facilitate operational efficiency and effectiveness in their respective sections• Assist in the preparation of Management Reporting• Participate in recruitment exercises• Appraise staff under my purview• Perform any other tasks assigned by Superiors Show less

• 

  Parkway Pantai Limited

  Apr 2015 - Mar 2018

  Assistant Manager, VIP Concierge and Front Office

  Achievements• Ensuring our VVIP/VIP patients receive satisfactory services provided by doctors and hospitals staff. • Following up closely on each task and ensuring patient receive seamless and efficient services.• Constant maintaining of the database of the VVIP SMS Project and concurrently working on other projects• Assisting Vice President in ensuring a smooth flow of operations in the team and to achieve the department’s Key Performance Indicator (KPI).• To improve customer experience through ward visitation by ensuring Front Office achieve more than 60% of the newly admit• Achieve high level staff engagement through Leadership/ Managing change by maintaining voluntary resignation of less than 10%Daily Tasks – Customer Experience• Liaising with patients, doctors, internal and external stakeholders on any appointment booking, medical treatment issues related to VVIP/VIP patients.• Chaperone and follow up with VVIP/VIPs to ensure seamless service provided during their visit in the hospital or inpatient stay.• Ad-hoc errands as requested by VVIP/VIP patients• Assist in the preparation of Management ReportingDaily Tasks – Front Office• Identify goals & objectives of the Department that are consistent with the Organization’s Mission and Vision.• Set and monitor Key Performance Indicators for continuous service improvement.• Continuously identify service lapses and re-engineer processes pertaining to Front Office.• Coaching and ensuring that staff are aware of their KPIs and on track to achieve the targets set.• Oversees that regular internal Service Transaction Map (STM) aduits are carried out and standards adhered to.• Motivates the team and resolves any internal conflict as a neutral party• Exercise budgetary control and review monthly expenses with Supervisors• Co-conduct regular meetings with staff as an avenue of communication.• Participate in recruitment exercises• Appraise staff under my purview Show less

• 

  Tan Tock Seng Hospital

  Apr 2018 - Feb 2023

  Achievements-Appointed hospital to handle repatriation requests for the Tokyo Olympics in 2021 and to work closely with clinicians to manage all Covid positive cases evacuated from overseas to TTSH.-Receiving positive feedbacks from our VIP/VVIP on the excellent services provided by doctors and hospital staff. Providing quality coordination of planning and working with multiple stakeholders to oversee the patient’s journey, that includes State Ministers of Singapore, Royalties and etc-Transformation of current team by completely taking over the V/VIP services for the whole hospital, Corporate Support Services for B&B Partners by engaging with relevant departments (Business Office, Admission Office, MRO, Clinic Managers) providing support services for business partners (e.g. insurance/medical assistance companies) who refer business to TTSH and Integration of new team members and Building A New Team.-Led team to manage workflow and process for incident disclosure to affected patients during occurrences of sterilization incident. Including upholding of accuracy of data to be reported to management then MOH, planning of manpower deployment to manage Ops Command Centre and setting up of workflow for clinicians and PSAs to follow Show less 1. Responsible for the effective and efficient operational management of call centre and customer service areas.2. Lead and motivate a team of staff in providing consistent service delivery.3. Manage customers’ feedback and ensure that their concerns are resolved promptly and professionally.4. Achieve stated outcomes in customer service, process improvement and staff development.5. Liaise and maintain good relationship with internal and external customers.6. Foster good relationship with internal and external customers. Show less

  • Manager, PEARL Liaison Centre

    Jul 2020 - Feb 2023

  • Assistant Manager, PEARL Liasion Centre

    Apr 2018 - Jun 2020
• 

  ComfortDelGro Taxi

  Apr 2023 - now

  Manager