Executive, Patient Liaison Services

1 week ago

Novena, Singapore Tan Tock Seng Full time

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

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