Patient Service Associate

Institution: Khoo Teck Puat Hospital
- Family Group: Ancillary

The Patient Service Associate Executive is responsible for providing assistance to patients which includes (but not limited to) reception duties, registration, admissions, payment collections and other administrative duties in the Emergency Department. To ensure Patient's information are up-to-date and accurate. To be in compliance with personal data protection act (PDPA).

**MAJOR DUTIES AND RESPONSIBILITIES**

**(A) SPECIFIC**
- Liaising with Nurses and Doctors of patients' long wait time to consultation.
- Maintain Yishun Health Standards of Service Delivery at all times.
- To conduct On-the-Job Training (OJT) for new staff in the A&E.
- Ensure Service Readiness at all times.
- To assist the Supervisor in the planning of departmental roster when staff report absents from work.
- Assist the Manager/Supervisor or Nursing Officer in continuous work improvements, data collection and other related tasks when necessary.

Counter
- Receive patients and visitors who present themselves at the counter.
- Answer telephone calls and attend to enquiries courteously and promptly at all times.
- Demonstrate good interpersonal skills with to members of the public and staff.
- Maintain Yishun Health Standards of Service Delivery at all times.
- Maintain confidentiality of patient's information.

Registration
- Perform registration for all patients at A&E.
- Inform patients of the estimated waiting time for consultation.
- Collect payment in advance for A&E service and after end of A&E attendance for non-standard services rendered.
- Be accountable for payments collected.

Admission
- Prepare necessary forms for admission.
- Perform admission paperwork and provide financial counseling to patients and family members.
- Financial counseling for decant of patients to other hospitals.
- Advise and direct patients who require financial assistance to the appropriate department/s.
- Collect payment for services rendered and be accountable for payment collected.
- Collect General Consent for admission and proper documentation for any follow-up action required.
- Monitor Financial Counselling turnaround time and assign cases to PSA team members on same shift

Appointment
- To obtain SOC appointment for urgent cases and advice patient of appointment time via SMS or call.
- Inform SOC of OPAT case from EDIEDTU.

Death Registration
- Perform death registration for deceased patients.
- Reporting to ICA for any trouble shooting on the ground.

Other administrative work
- To undertake safekeeping of patient's property
- Responsible and responsive to patient's feedback/complaints before referring to the Supervisor / Executive / Manager.
- Updating data on chat group for management of bed wait and financial counselling TAT and or other ad hoc data required by management.
- Any ad-hoc duties assigned by Supervisor / Executive / Manager.
- Trainer for new junior staff for on the job training

**(B) GENERAL**
- Arrange and replenish brochures, magazines and newspaper daily.
- To maintain the cleanliness and tidiness of all counters and patient waiting area.
- Ensure the following equipment are in good working order:

- Fax machine
- Laser Printers
- Photocopier
- Computers and bar code readers
- Labels printing machine
- Encourage patients to complete Feedback forms.
- Perform all filing work required
- Assist in Data collection for statistics purposes.
- Call Facility/ Maintenance DepartmenV ITD for repair works.
- To participate in Process Improvement Projects and streamline work processes that enhance productivity.
- Participate in corporate events whenever necessary.
- Undertake other duties directed by the Manager/Nurse Manager/Supervisors.

**JOB REQUIREMENTS (**EDUCATION, TRAINING AND EXPERIENCE)**
- Minimum N level, ITE Nitec, ITE Higher Nitec, Diploma
- Good communication and interpersonal skills
- Minimum one year experience as Team Leader
- Minimum two years working experience will be advantageous
- For Diploma holder, one year experience with good performance
- Basic PC knowledge is required