Patient Service Associate (Ambulatory Surgical Centre) *

Overview

As a Patient Service Associate, you will deliver friendly, efficient customer service and create a warm and welcoming atmosphere for our patients and visitors, with the key aim of providing excellence patient care and satisfaction.

Job Responsibilities

REGISTRATION

• Undertakes routine registration of incoming patients.
• Conduct re-financial counselling (if necessary) for change in level of care and accommodation and explain on the derived charges and how the bills would be financed upon registration.
• Provide prompt service to all patients  
• Ensure deposit collection is in accordance with Standard Operating Procedure on “Elective Deposit Collection” 
• Ensure claims are correctly submitted according to the financial forms signed/produced by patient.
• Present Final Billing and payment settlement (if any).
• Follow up Non-Resident bill for top up payment & refund arrangement (if any). 
• Access to e-LOG system to generate Letter of Guarantee for patient insured under Private Medical Insurance. 
• Ensure MEDISAVE guarantor details and other data entries are input correctly in the system
• Perform bill adjustment for cancelled operative cases and email to clinic for PAT transfer if required.
• Seek choice of ward class upon registration for day surgery general anaesthesia cases in the event patient requires admission after surgery.
• Conduct re-financial counselling for overnight short stay cancellation and convert the admission to day surgery stay.
• Manage wait time and keep patient updated in a timely manner.

COUNTER

• Function as a responsible receptionist by welcoming visitors, identifying the purpose of their visit, and directing them to the appropriate patient or staff member.
• Attend to inquiries from clinics, wards, and operating theatres regarding patient movements, current locations, and conditions pre- and post-surgery, as well as manage requests for last-minute additions to the surgery list.
• Support the Charge Nurse at the counter by confirming the arrival of registered patients and updating records in the E-Census system.
• Generate daily transfer movements for overnight short stay and submit bed requests for same day admission planned from the clinic prior to the admission date.
• Arrange discharge appointments and ensure the request is transferred to the appropriate clinics.
• Conduct appointment tracing to verify that all patients attend their scheduled appointments.
• Facilitate efficient discharge, transfers, and conversion of patients from day surgery to general ward for purpose of managing high admission volumes.
• Book porter services daily for medication collection and order patients’ refreshment for every upcoming week's admissions.
• Perform daily ward statistics and verify the accuracy of patients’ accommodation code.

E-CENSUS

• Prepare the Ward E-Census, Admission list, and Final list for the next day's admissions.
• Extract patient information from the Electronic Medical Records (EPIC) system based on ward requirements.
• Assign beds according to diagnosis, age, and pre- and post-operative conditions.
• Review and verify patient case notes to retrieve results essential for patient care.
• Coordinate with the Eye Clinic and Pharmacy regarding cancer medications.
• Schedule eye appointments for patient clinic reviews and visual acuity assessments.

Requirements

• At least GCE ‘N’/‘O’ level education
• Team player with good communication and interpersonal skills.
• Able to multitask and work in a fast paced environment. 
• Practical Knowledge of hospital operations is an added advantage
• Proficiency in computer skills (MS Office)
• Display compassion, a positive and caring attitude towards patients, internal and external clients

Why Join NUH?        

When you join NUH, you become part of a dynamic and collaborative environment where expertise, knowledge, and compassion all come together.

Working in healthcare offers satisfaction that extend far beyond the ordinary. The smiles of gratitude from patients and the profound sense of fulfilment that comes from helping others cannot be measured. It is a career that allows for both personal and professional growth. The challenges you encounter in this rapidly evolving industry push you to constantly expand your knowledge and skills, as well as encourage lifelong learning.

Be a part of a team that gets to create a transformative healthcare experience for our patients and professionals alike.