Patient Service Associate Executive (Diagnostic Imaging)*

Overview

Incumbent will be responsible to ensure all counter services runs smoothly and provide effective and positive patient experience at all allied health clinics (Clinical Measurement Centre, Diagnostic Imaging and Rehabilitation)

The incumbent is also responsible to manage counter-related administrative matters, coordinating care between patients and healthcare providers, providing administrative support for efficient clinic operations, and performing advance clinical tasks to assist in the delivery of healthcare services. This role would also support and guide junior staff in delivery of services within the department

Job Responsibilities

Administrative (60%):

• Prepares counters and clinic waiting area spaces and facilities to ensure clinic is ready to receive patients.
• Perform patient registration, screening escalations and manage appointment to support care coordination and activities for timely patient treatment and care givers visitation.
• Apply range of infection control and prevention practices at workplace that reduce the risk of transmitting infection including hand hygiene and the use of appropriate personal protective equipment.
• Identify hazards and risks to patient's safety in the environment and care delivery process and participate in quality improvement initiatives and projects.
• Provide pre-test instructions during phone call to confirm attendance. 
• Apply established service standard to effectively liaise with patient and manage enquiries from patients and members of the public.
• Assists in audit process by adhering to and providing relevant support documents in accordance to hospital policies and standards.
• Reconcile dropped and cancelled charges for services provided at clinic.
• Assist in developing and reviewing Job Instructions and Job Improvements for department work processes as well as training and equipping junior staff to execute their work correctly, safely and conscientiously.
• Assist in the management of clinic sessions resource, deployment of staff and ordering of required items through the system and lead any change management plans for projects and/or change initiatives for the clinic.
• Collaborate with other departments in the development of training manuals, conduct appropriate reviews and updates of training manuals and processes in the clinic.
• Guide and advocate safe work practice and actively participate as a project lead/member for quality improvement projects at Hospital/Department level.

Clinical (30%):

• Performs Intermediate and/or Advanced clinical tasks and able to guide junior staff in performing clinical Core and Basic tasks (refer to Annex A for the list of Clinical Tasks).
• Prepares room, self-screening area, patient and equipment for patient examination. Performs measurement of basic health parameters and assists in minor procedures. Coaches and guides junior PSAs in the preparation of rooms, patients and equipment and assists/performs minor procedures.
• Oversees the coordination and execution of emergency response tasks as designated to junior PSAs.
• Supports patient education initiatives providing post-procedure advise, and other simple patient education to patients and caregivers when necessary.

Supervisory (10%):

• Coach and supervise staff professional development to meet required service standards, and conduct training and competency assessment for staff. Function as a trainer and/or assessor for identified competency skills for all PSA teams at SOC/clinic level.
• Supervise staff in collection of bill payment and reconciliation of daily monetary transactions and manage finance charge mismatch activities and anticipate needs to address and resolve situations within expected professional competence.
• Coaches and guides junior PSAs in the preparation of rooms, patients and equipment and assists/performs minor procedures

Requirements

• GCE 'N' Level and above
• Preferably with 5 years working experience in healthcare/service industry. 
• Experience in customer service-oriented environment will be an advantage.
• Good verbal and written communication skills 
• Proficient in Microsoft Office, Email
• Comfortable with new systems and processes
• Team player with good communication and interpersonal skills
• Able to multitask and work in a fast-paced environment
• Candidates should be comfortable/flexible with working in a hospital setting and in different clinics when needed
• When required, candidates should be comfortable with shift work

This is a 2-year contract role, subjected to contract extension or permanent conversion with satisfactory work performance.

*Only Singapore Citizens and Singapore Permanent Residents may apply.