Patient Service Associate, Specialist Outpatient Clinic*

Job Purpose

• To deliver friendly, efficient customer service and create a warm and welcoming atmosphere for all internal and external customer/patients. 
• With the key aim to provide excellence patient care and satisfaction.

Duties and Responsibilities

• Primary Duties and Responsibilities 
  • Incredible care for patients:
    
    • Practice NUH Service Acts – “G.O.O.D” to enquiries from patients and/or NOK.
    • Ensure compliance to SOC Operations Standards
    • Handle patient feedback and ensure timely escalation to Service Team Leader / Service Executive whenever necessary.
  • Counter assistant
    
    • Perform registration and screening of patients, with accuracy and no data breach.
    • Ensure accurate billing and timely collection of payment on the same day.
    • Ensure compliance to clinic facilities readiness, e.g. Patient waiting area and self-service kiosks
    • Ensure clinic is ready to serve its first patient 15 minutes before scheduled appointment time.
  • Room assistant
    • Assist clinicians and/or therapists for a smooth clinic consultation.
    • Ensure proper care and coordination and coordinate first/follow-up appointments for patients.
    • Manage wait time and keep patient updated in a timely manner.
    • Monitor and clear EPIC workqueue on same workday.
  • Incredible care for staff:
    
    • Be ready for deployment across all clinics.
  • Create our future:
    
    • Engage patient on the use of kiosks and NUHS mobile application.
    • Adhere to clinic/department and hospital policy and procedure (e.g.: SOP)
• Secondary Duties and Responsibilities
  
  • Assume any other responsibilities tasked by the clinic/nurse manager, service team leader and/or service executive (e.g.: admin support duties, statistics etc.).
  • Participate in quality improvement project (e.g.: 6S, RIE, service improvement project).

Job Specification/ Requirements

• Minimum “N” level holder with relevant healthcare experience.
• Healthcare or service or related industry is preferred.
• Proficient in computer skills.
• Team player with good communication and interpersonal skills.
• Able to multitask and work in a fast-paced environment.