Patient Service Associate, Emergency Medicine
6 days ago
1. Job Purpose
- To provide administrative support and deliver friendly and excellent customer service to patients and visitors, to achieve excellence in patient care and satisfaction.
- To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care
- Adhere to policies and procedures of hospital services
2. Duties and Responsibilities
2.1 Primary Duties and Responsibilities (80%)
- Register patients presenting at Emergency Medicine Department
- Collect payment for A&E facility fee and deposit for inpatient admissions
- Provide Financial Counseling to patients and relatives for inpatient admissions
- Handle general and phone enquiries
- Attend to patient and visitors needs
- Ensure overall decor and cleanliness at the counters and waiting areas
- Ensure equipment are functional and relevant reading materials are up to date
- Discharge Emergency patients
- Sort and organize E-cards
- Handling of General Enquiries through EMD hotline &
- Apply telephone etiquette standards when handling phone enquiries
- Follow through on enquiries until case is closed
- Book appointments in EPIC or through liaising with Specialist Outpatient Clinics (SOC)
- Follow through for all appointment requests required by EMD within 3 workingdays.
- Provide updates on patient's condition to patient's relatives eg. Doctor has ordered X-ray, waiting for blood tests results, waiting for available bed for admission
- Remind doctor or nurse to update patient's relatives
- Look out for patients and/or patients' relatives who require assistance
- Assist patients and/or patients' relatives with enquiries
- Resolve any PR problems
- Adhere to department and hospital policies and procedures
2.2 Secondary Responsibilities and Duties (20%)
- Attend daily roll call / meetings
- Participate in quality improvement project (eg: 6S, RIE - Service Improvement Project)
- Assume any duties / responsibilities as assigned by Ops Head, Executive or Service Executive
3. Job Specification/Requirements
- At least GCE 'N'/'O' level education
- Possess Class 3 or 4 License
- Practical Knowledge of hospital operations is an added advantage
- Proficiency in computer skills (MS Office)
- Possess good interpersonal and communication skills
- Display compassion, a positive and caring attitude towards patients, internal and external clients
- Willing to work 3 rotating shifts
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