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Executive, Patient Liaison Services
2 weeks ago
Tan Tock Seng Hospital (TTSH)
Executive, Patient Liaison Services
PEARL Liaison Centre
**Job Description**:
JOB CHALLENGES
Operations
Assist the Manager to supervise a team of ground operations staff
Ensure smooth operation of direct admission, air evacuation and management of patient
medical appointments and all patient liaison services
Review standard works and job improvement for department work process
Develop and implement new operational workflows
Manage and co-ordinate appointments of V/VIP with respective internal stakeholders to
ensure that the whole medical journey is seamless
Host V/VIP visitors and coordinate with all the stakeholders to ensure the visit is smooth
sailing
Perform frontline counter duties at times
On rotation for 24/7 on-call duties
Team Development
Provide On-Job Training(OJT) to new colleagues as assigned
Coach and mentor ground team
Develop and refine training materials and manuals
Assist Manager to organize roll-calls and briefing sessions
Service Quality
Assist Manager to attend to complaints
Investigate complaints and incidents
Analyse service issues and proactively develop effective solutions to solve operational and systemic problems
Write written replies to complainants
Conduct quality audits to ensure high service standards and adherence to procedures and guidelines
Actively participate as a member or team lead in quality improvement projects
Administrative & Support Functions
Responsible for managing of fixed assets and equipment of the department
Ensure equipment are working and liaise with the vendors or internal departments to resolve issues expeditiously to ensure mínimal downtime
Support in collating of operational and management reports and provide concise and accurate statistics for management’s decision making
Ensure all documents and data are properly kept, filed and disposed of in accordance to hospital policies
JOB REQUIREMENTS
Bachelor’s Degree in any discipline.
At least 2-3 years working experience in healthcare industry or any service-related industries, especially in frontline or customer-fronting roles.
Excellent communication (oral and written) and interpersonal skills
Confident and able to interact with people of all levels - patients, next-of-kin, VVIP/VIP, business partners and internal stakeholders (doctors, nurses, administrators, senior management)
Self-motivated, service minded and passionate about healthcare
Excellent team player with leadership qualities
Meticulous and possess good organizational and coordination skills
Good experience in operation work processes that are customer-focused and efficient
Ability to think on the feet, solve problems and make sound decisions
Ability to exercise initiative, manage pressure and multi-task in a fast-paced environment
Job Family
Administration
Employment Type
Regular Full-Time
Working Location
Novena (Central)
Working Hours
Office Hours
Job Level
Junior Executive
Education Level
Bachelor Degree
