Patient Service Associate, Emergency Medicine

1. Job Purpose

• To provide administrative support and deliver friendly and excellent customer service to patients and visitors, to achieve excellence in patient care and satisfaction.
• To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care
• Adhere to policies and procedures of hospital services

2. Duties and Responsibilities

2.1 Primary Duties and Responsibilities (80%)

• Register patients presenting at Emergency Medicine Department
• Collect payment for A&E facility fee and deposit for inpatient admissions
• Provide Financial Counseling to patients and relatives for inpatient admissions
• Handle general and phone enquiries
• Attend to patient and visitors needs
• Ensure overall decor and cleanliness at the counters and waiting areas
• Ensure equipment are functional and relevant reading materials are up to date
• Discharge Emergency patients
• Sort and organize E-cards
• Handling of General Enquiries through EMD hotline (6772 5000 & 6772 2555)
• Apply telephone etiquette standards when handling phone enquiries
• Follow through on enquiries until case is closed
• Book appointments in EPIC or through liaising with Specialist Outpatient Clinics (SOC)
• Follow through for all appointment requests required by EMD within 3 working days.
• Provide updates on patient’s condition to patient’s relatives eg. Doctor has ordered X-ray, waiting for blood tests results, waiting for available bed for admission
• Remind doctor or nurse to update patient’s relatives
• Look out for patients and/or patients’ relatives who require assistance
• Assist patients and/or patients’ relatives with enquiries
• Resolve any PR problems
• Adhere to department and hospital policies and procedures

2.2 Secondary Responsibilities and Duties (20%)

• Attend daily roll call / meetings
• Participate in quality improvement project (eg: 6S, RIE - Service Improvement Project)
• Assume any duties / responsibilities as assigned by Ops Head, Executive or Service Executive

3. Job Specification/Requirements

• At least GCE ‘N’/‘O’ level education
• Possess Class 3 or 4 License
• Practical Knowledge of hospital operations is an added advantage
• Proficiency in computer skills (MS Office)
• Possess good interpersonal and communication skills
• Display compassion, a positive and caring attitude towards patients, internal and external clients
• Willing to work 3 rotating shifts