Patient Service Associate, Emergency Medicine

Job ID: 7677

Job Function: Ancillary

Institution: National University Hospital

Job Purpose

To ensure timely updates are provided by EMD staff to patients’ relatives.
To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care.
Adhere to policies and procedures of hospital services.

Primary Responsibilities and Duties (80%)

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.
Document details of every update in ED Web.
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.
Registration of patients presenting at Emergency Department
- Admitting of inpatients
- Discharge of Emergency patients
- Collecting payment for A&E facility feeds and deposit for inpatients
- Financial Counselling process for inpatients
- Handling of general enquiries (over counter & phone)
- Ensure customer service standards are up always kept
- Sorting of E-cards in preparation for dispatch to MRO daily
Handling of General Enquiries through EMD hotline.
Apply telephone standards when handling phone enquiries.
- Minimize number of dropped calls.
- Follow through enquiries till case is closed.
- Track number and type of calls coming in.
SOC Appointment Booking
- Perform accurate Appt Booking in SAP or liaise with Central Appointment Line / Specialist Outpatient Clinics for appointment.
- Perform faxing of appointment request and filling in of appointment request for appointments not available in SAP.
- Follow through for all appointment requests required by EMD by next working day.
- Tracking of appointments requested and booked in EMD.

Secondary Responsibilities and Duties (20%)