Patient Service Associate Executive

Operational

1. Handle customer queries, appointments, and service referrals across all communication channels using transactional and CRM systems, providing accurate, complete information and exceptional assistance service.

ii. Ensure timely follow-up on customer requests and coordinate with relevant departments to meet promised timelines.

ii. Serve as primary contact for non-subsidised patients, delivering personalised, end-to-end concierge support including appointment coordination and medical procedure scheduling, and replies to GP clinics.

iv. Manage challenging customers using established escalation procedures and ensure thorough documentation and case categorisation.

V. Conduct post-discharge follow-up calls to patients or next of kin and support other departmental hotlines as needed.

vi. Manage emergency staff activations, maintain staff contact details, and communicate critical results to internal teams.

vii. Work collaboratively to achieve contact centre KPIs, including personal productivity targets and department metrics like Service Level and Abandon Rate.

viil. Maintain strict adnerence to policies, processes, and procedures whilst providing feedback for service improvements

ix. Conduct on the job (OJT) training and provide guidance to new and junior PSAS

X. Assist supervisor in handling of escalated calls and emails and be able to apply service recovery where applicable

xi. Assist Supervisor in training and updating information for WH Chatbot

General

i. Ensure patient confidentiality and confidential documents must be kept safely at all times

ii. Perform daily housekeeping of workstation to maintain neatness

iii. Provide support to other ground operations when required

iv. Perform other duties as requested by Supervisor and above

Education/Training/Experience

i. Polytechnic Diploma in any discipline

GCE O levels and above, with minimum 2 years of Contact Centre or Customer Service experience preferably in a healthcare setting

Experience in using and being familiar with the Next Generation Electronic Medical Record (NGEMR) is an advantage

Attributes

i. Passion for service excellence

ii. Meticulous, attention to details

iii. Strong team player, able to work in a fast paced and dynamic environment

iv. Good writing skills

v. Strong communication skills and telephone etiquette

vi. Competent in Microsoft Office & CRM

vii. Familiar with basic medical terminology will be an asset

viii. Bilingual, with knowledge of various dialects or foreign language (e.g. Mandarin, Bengali, Hokkien, Cantonese) will be an advantage