Patient Service Associate, Emergency Medicine(7677)

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 (6772 5000 & 6772 2555) • 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 working days. • 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