Patient Service Associate, Specialist Outpatient Clinics

1. Job Purpose

• To deliver friendly, efficient customer service and create a warm and welcoming atmosphere for all internal and external customer/patients.

• With the key aim to provide excellence patient care and satisfaction.

2. Duties and Responsibilities

2.1 Primary Duties and Responsibilities

• Incredible care for patients:

o Practice NUH Service Acts – G.O.O.D to enquiries from patients and/or NOK.

o Ensure compliance to SOC Operations Standards.

o Handle patient feedback and ensure timely escalation to Service Team Leader/Service Executive whenever necessary.

o Counter assistant

Perform registration and screening of patients, with accuracy and no data breach.

Ensure accurate billing and timely collection of payment on the same day.

Ensure compliance to clinic facilities readiness, e.g. Patient waiting area and self-service kiosks.

Ensure clinic is ready to serve its first patient 15 minutes before scheduled appointment time.

o Room assistant

Assist clinicians and/or therapists for a smooth clinic consultation.

Ensure proper care and coordination and coordinate first/follow-up appointments for patients.

Manage wait time and keep patient updated in a timely manner.

Monitor and clear EPIC workqueue on same workday.

• Incredible care for staff:

o Be ready for deployment across all clinics.

• Create our future:

o Engage patient on the use of kiosks and NUHS mobile application.

o Adhere to clinic/department and hospital policy and procedure (e.g.: SOP).

2.2 Secondary Duties and Responsibilities

• Assume any other responsibilities tasked by the clinic/nurse manager, service team leader and/or service executive (e.g.: admin support duties, statistics etc.).

• Participate in quality improvement project (e.g.: 6S, RIE, service improvement project).

3. Job Specification/Requirements

• Minimum N level holder with relevant healthcare experience.

• Healthcare or service-related industry is preferred.

• Proficient in computer skills.

• Team player with good communication and interpersonal skills.

• Able to multitask and work in a fast-paced environment.

Remuneration commensurate with experience