Patient Service Associate, Specialist Outpatient Clinics (SOCs)

1. Job Purpose

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

2. Duties and Responsibilities

2.1 Primary Duties and Responsibilities

Incredible care for patients:

• Practice NUH ServiceActs – “G.O.O.D” to enquiries from patients and/or NOK.
• Ensure compliance toSOC Operations Standards.
• Handle patientfeedback and ensure timely escalation to Service Team Leader/Service Executivewhenever necessary.

Counter assistant

• Perform registrationand screening of patients, with accuracy and no data breach.
• Ensure accuratebilling and timely collection of payment on the same day.
• Ensure compliance toclinic facilities readiness, e.g. Patient waiting area and self-service kiosks.
• Ensure clinic is readyto serve its first patient 15 minutes before scheduled appointment time.

Room assistant

• Assist cliniciansand/or therapists for a smooth clinic consultation.
• Ensure proper care andcoordination and coordinate first/follow-up appointments for patients.
• Manage wait time andkeep patient updated in a timely manner.
• Monitor and clear EPICworkqueue on same workday.

Incredible care for staff:

• Be ready fordeployment across all clinics.

Create our future:

• Engage patient on theuse of kiosks and NUHS mobile application.
• Adhere toclinic/department and hospital policy and procedure (e.g.: SOP).

2.2 Secondary Duties and Responsibilities

• Assume any otherresponsibilities tasked by the clinic/nurse manager, service team leader and/orservice executive (e.g.: admin support duties, statistics etc.).
• Participate in qualityimprovement project (e.g.: 6S, RIE, service improvement project

Requirements:

• Minimum “N” levelholder with relevant healthcare experience.
• Healthcare orservice-related industry is preferred.
• Proficient in computerskills.
• Team player with goodcommunication and interpersonal skills.
• Able to multitask andwork in a fast-paced environment.