Patient Liaison Officer

2 weeks ago

Singapore National Healthcare Group Full time $40,000 - $80,000 per year
JOB SUMMARYMAIN DUTIES AND RESPONSIBILITIESSPECIFIC
  • Support all enquiries from private patients, external and internal stakeholders
  • Co-ordinate appointments that best match patients' requests while ensuring all clinical and operational guidelines are met
  • Arrange admissions and act as the single point of contact for patients, doctors and internal stakeholders
  • Practice good listening and probing skills to understand patients' / NOKs' requests and identify their needs
  • Ensure good communication with the patients and/or NOKs, to address their queries and requests (e.g. through the choice of words, speed of speech, voice tonality and clarity)
  • Support initiatives to provide go-the-extra-mile service to patients and NOKs
  • Handle complaints and difficult patients/NOKs tactfully and apply service recovery when necessary
  • Co-ordinate appointments with respective stakeholders in the hospitals and chaperone of VVIP/ VIP to ensure a seamless patient journey
  • Support direct admission and air evacuation
GENERAL
  • Ensure patient information is updated in an accurate and timely manner
  • On rotation for 24/7 on-call duties
  • Identify service gaps and escalate to supervisors to bridge the identified gaps
  • Propose and implement improvement projects to raise productivity as well as to achieve faster, better, cheaper and safer patient care
  • Support in the collation of operational and management reports and generation of statistics when required
  • Promote and establish collegiality and effective teamwork within the hospital
  • Ensure all documents and data are properly kept, filed and disposed of in accordance to hospital polices
  • Assist to carry out any other duties assigned
THE REQUIREMENTS
  • 'O', 'A' Levels to Diploma
  • At least 3-4 years working experience in healthcare industry or any service-related industries, especially in frontline or customer-fronting roles
  • Display service excellence and professionalism when interacting with patients/NOKs and managing tasks at all times
  • Understands and adheres to ethical and professional standards in healthcare
  • Meticulous and possess good organisational and coordination skills
  • Good interpersonal and communication skills
  • Driven, passionate and service minded
  • Ability to exercise initiative, manage pressure and multi-task in a fast-paced environment

National Healthcare Group

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