Patient Service Associate (Critical Care)

Brief summary

We're hiring a Patient Service Associate (Critical Care) to support clinic operations and deliver a smooth, reassuring patient experience. You'll handle front-counter registration and billing, assist clinicians/therapists as a room assistant, manage patient flow and waiting time updates, and ensure service standards are consistently met.

Job responsibilities

• Handle patient feedback and escalate promptly to the relevant service lead when required. Ensure compliance with department operations standards and SOPs. Perform patient registration and screening accurately, with strong attention to confidentiality. Ensure accurate billing and timely payment collection (same-day collection where applicable). Maintain clinic readiness, including patient waiting areas and self-service kiosks. Ensure the clinic is ready to serve the first patient 15 minutes before scheduled appointment time. Assist clinicians and/or therapists to ensure smooth consultations. Coordinate patient care and appointment scheduling (first visits and follow-ups). Manage patient flow, monitor waiting time, and keep patients updated in a timely manner. Monitor and clear the EPIC workqueue within the same workday. Guide patients on using self-service kiosks and the mobile application. Participate in service/process improvement initiatives (e.g., 6S, RIE, service improvement projects). Support administrative tasks as assigned by clinic/nurse manager or service leads (e.g., statistics, general admin support). Be prepared for deployment support across clinics when needed.

Requirements

• Experience in healthcare / hospital / clinic operations or a customer-facing service role (healthcare exposure is a strong advantage). Comfortable with shift duties (as required by the unit). Strong service mindset with the ability to stay calm and professional in a fast-paced clinical environment. High accuracy and attention to detail for registration and billing-related work. Able to follow SOPs and comply with operational standards.