The Patient Liaison Service (PLS) team is an integral team in providing coordinated services for patients seeking treatment at Singapore National Eye Centre (SNEC). The incumbent primarily liaises with patients, medical providers as well as internal and external stakeholders to ensure every patient's needs are taken care of. This includes facilitating patient appointments, queries, Lasik counselling and other follow ups with stakeholders.
Job Description
Customer (Patient Relation Service)
- Handle and manage phone call, email enquiries and requests from local and international patients as well as GPs with regards to private appointments.
- Coordinate and assist patient and GPs with appointment bookings and rescheduling.
- Work closely with our team of doctors and internal stakeholders to address patient needs and requests proactively.
- Act as service ambassador to our patients in ensuring a smooth patient journey and experience in SNEC.
Patient Counselling and Assistance in Clinics
- Provide Pre and Post Refractive procedure counselling, support doctors in managing difficult cases and international patient translation assistance when required.
- Prepare and manage the daily patient counselling/assistance list.
Collaboration with External Partners
- Engage GPs regularly and promptly to provide assistance as well as establish a close partnership between SNEC and GPs.
- Working closely with Insurance companies and other vendors in facilitating and ensuring patients appointments and smooth patient journey in SNEC.
Internal Processes (Department Information & Staff Management)
- Collate and submit monthly data on patients calls, load, enquiries, requests etc
- Monitor, collate data on patient care related issues and report to appropriate departments for actions when needed.
- Review processes, procedures and guidelines, work instructions and training manuals.
- Gather feedbacks & learning points from staff and facilitate meetings with team.
- Responsible to inculcate staff's mindset towards service and operation excellence.
Financial/Cost Management (Resource/Office Management)
- Responsible for the proper usage and regular maintenance of resources (eg, IT and equipment assets, etc).
- Maximize resource utilization (eg, office supplies, assets assigned to the dept, phone bills, etc).
Project Management
Involve in planning, implementing and managing processes/ projects to improve patient experience.
Develop new workflows, work instruction and training manuals.
Handle any duties assigned by supervisor and HOD
Job Requirements
- Degree in any discipline with at least 5 years work experience, preferably in healthcare or hospitality industry.
- Service minded, eloquent and pleasant disposition.
- Ability to multi-task and possess strong coordination, interpersonal and communication skills.
- Computer literacy skills in MS Office (Word/Excel/PowerPoint)
- Multilingual with proficiency in more than 1 Asian language will be an added advantage
