Patient Service Associate, Emergency Medicine(7677)
- Job Purpose
To provide administrative support and deliver friendly and excellent customer service to patients and visitors, to achieve excellence in patient care and satisfaction.
To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care
Adhere to policies and procedures of hospital services
- Duties and Responsibilities
2.1 Primary Duties and Responsibilities (80%)
Register patients presenting at Emergency Medicine Department
Collect payment for A&E facility fee and deposit for inpatient admissions
Provide Financial Counseling to patients and relatives for inpatient admissions
Handle general and phone enquiries
Attend to patient and visitors needs
Ensure overall decor and cleanliness at the counters and waiting areas
Ensure equipment are functional and relevant reading materials are up to date
Discharge Emergency patients
Sort and organize E-cards
Handling of General Enquiries through EMD hotline (6772 5000 & 6772 2555)
Apply telephone etiquette standards when handling phone enquiries
Follow through on enquiries until case is closed
Book appointments in EPIC or through liaising with Specialist Outpatient Clinics (SOC)
Follow through for all appointment requests required by EMD within 3 working days.
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
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
Adhere to department and hospital policies and procedures
2.2 Secondary Responsibilities and Duties (20%)
Attend daily roll call / meetings
Participate in quality improvement project (eg: 6S, RIE - Service Improvement Project)
Assume any duties / responsibilities as assigned by Ops Head, Executive or Service Executive
- Job Specification/Requirements
At least GCE ‘N’/‘O’ level education
Possess Class 3 or 4 License
Practical Knowledge of hospital operations is an added advantage
Proficiency in computer skills (MS Office)
Possess good interpersonal and communication skills
Display compassion, a positive and caring attitude towards patients, internal and external clients
Willing to work 3 rotating shifts