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.
The incumbent is involved in patient care delivery initiatives and collaboration with external partners for continual patient engagement and support to improve SNEC's care delivery to patients. In addition, he/ she undertakes the responsibility for mentoring and coaching of new team members through the sharing of knowledge, work processes, skills and experiences, as well as providing guidance aimed at helping staff to attain the requisite work competency.
Job Responsibilities:
- Customer (Patient Relation Service): Handle and manage phone call, email enquiries and requests, coordinate on patient's appointment bookings and rescheduling, work closely with doctors and internal stakeholders to address patient needs and requests
- Patient Counselling and Assistance in Clinics: Pre and Post Refractive procedure counselling, support doctors in managing difficult cases and translation if required, manage the daily patient counselling/assistance list
- Collaboration with External Partner: Engage GPs to provide assistance for patients matters, work closely with Insurance companies for patients appointments and matters
- Internal Processes (Department Information & Staff Management): Collate and submit monthly data and report, monitor and report issues for follow-up actions, review processes, procedures and guidelines, work instructions and training manuals, gather feedback and share learning points with team
- Financial/Cost Management (Resource/Office Management): handle and maintain of resources (eg, IT and equipment assets, etc), assist of 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, other duties as assigned by supervisor/Head of Department
Job Requirements:
- Degree level with at least 5 years work experience
- Preferably in healthcare or hospitality industry
- Service minded, eloquent and pleasant disposition
- Able 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
