Patient Service Associate

**1. Job Purpose**

The jobholder is responsible to the Nurse Manager/Ops Executive in performing all administrative and operational duties using specific knowledge of medical terminology and hospital procedures to achieve patient service quality.

**2. Duties and Responsibilities**
- **Primary Responsibilities and Duties (80%)**
- Admission/ Discharge/ Transfer of patients:

- Attend to patient, prepare inpatient admission documents, update patient’s information in systems/records and arrange for appropriate personnel to attend to patients.
- Perform Financial Counselling for admission/discharge/transfer.
- Assist nursing staff to prepare and coordinate clerical work for patient admission / discharge / transfers (e.g. step-down care etc.) as per hospital policy and procedure.
- Schedule / confirm patient diagnostic appointments (with / without preparations) / surgeries / consultations / re-admission and discharged TCU.
- Notify necessary parties on patient discharge as per policy and procedure.
- Prepare discharge documents, obtain follow-up appointments, operation/re-admission listing appointments, update patient’s information in systems/records, notify the necessary parties about patient’s discharge and despatch documents/forms/notes. Perform Financial Counselling.
- Bed Booking:

- Responsible for bed booking of AMU patients, as well as constant monitoring of bed status. Ensure patients’ particulars (name, age, gender, requested class, ward no., bed no. etc.) are correct during bed booking.
- Update changes to bed booking in the SAP system, and update relevant nurse or staff of changes. Ensure that patients are transferred to ward as soon as the bed is available.
- Assign station porters for transfer when bed is available and ensure that patient is transferred to the correct ward and bed.
- Request Terminal cleaning of beds when required through electronic Housekeeping system
- Reception:

- Handle enquiries and requests from patients, public/patient’s relatives, visitors and colleagues.
- Answer, screen and direct telephones calls to appropriate staff.
- Ensure tidiness of front counter, functionality of routine equipment in ward, availability of relevant documents / forms / notes and replenishment of informational materials in ward.
- Registration/Scheduling/Listing:

- Registration of patient coming for outpatient appointment
- Assisting NM/Nurses and Doctors to review procedure listing patient schedule and updating the schedules after review.
- Administration/Operational Duties:

- Management of documents: Filing, Faxing correspondences, Photocopying and distributing documents
- Order re-supply of consumables when necessary under direction of Nursing staff
- Responsible for ordering non-medical supplies (stationary, forms, educational pamphlets etc.)
- Assisting the wards with basic IT support
- Perform book-keeping duties for medical records, case notes, correspondences, reports, invoices and phone directory etc
- Assist in getting support services from other units such as BME, CSS, OSS, ES, MRO, ambulatory service etc. where appropriate
- Attend Inpatient Service Associate Meeting
- Ordering of Meals:
Work with nurses to understand patients’ needs for special meals e.g. diabetic, low salt, low fat, low cholesterolEnsure that patients’ meal requests are submitted accurately and promptly to the Kitchen via the electronic Meal Ordering System (eMOS).
- **Secondary Responsibilities and Duties (20%)**
- Patient Result Tracing & Case Notes Retrieval:
Trace X-rays, laboratory results, case notes, etc as requested by clinicians or nurses.
- Assisting in entering of ward charges, patient diets, porter requests and housekeeper requests into computer systems where required.
- Take on any additional responsibilities as assigned by Reporting Officer
- For job grades JG06 - 08:

- Guide, teach and provide “Buddy” services to new PSA
- Assist with or participate in ward’s quality improvement projects
- For job grade JG09:

- Supervise the PSA Team
- Alternative RO to PSAs
- Ensure PSAs comply with grooming standards at all times
- Mentor senior PSAs an arrange for quarterly meetings
- Adhere to department and hospital policies and procedures (e.g. SOPs)
- Cover ad-hoc core duties of ground PSAs and Senior PSAs when necessary
- Assume any duties/responsibilities as assigned by Nursing Managers/Ops Managers
- Lead/Support in quality improvement project (e.g. 6S, RIE, Service improvement project)

**3. Job Specification/Requirements**
- Qualifications and Experience:

- For JG05 - 08: GCE ‘O’ level and above/Diploma will be an advantage

Knowledge of hospital operation/previous working experience (in healthcare setting) will be an added advantage
- For JG09: Diploma, At least 2 years of experience in healthcare setting
- Skills:

- Fluent in English, ability to speak in local dialects will be an advantage.
- Good computer literacy and knowledge of PC software packages, knowledge of SAP will