Patient Service Associate, Emergency Medicine(7677)

1. Job Purpose To provide administrative support and deliver friendly and excellent customer service to patients and visitors, to achieve excellence in patient care and satisfaction. To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care Adhere to policies and procedures of hospital services 2. Duties and Responsibilities 2.1 Primary Duties and Responsibilities (80%) Register patients presenting at Emergency Medicine Department Collect payment for A&E facility fee and deposit for inpatient admissions Provide Financial Counseling to patients and relatives for inpatient admissions Handle general and phone enquiries Attend to patient and visitors needs Ensure overall decor and cleanliness at the counters and waiting areas Ensure equipment are functional and relevant reading materials are up to date Discharge Emergency patients Sort and organize E-cards Handling of General Enquiries through EMD hotline (6772 5000 & 6772 2555) Apply telephone etiquette standards when handling phone enquiries Follow through on enquiries until case is closed Book appointments in EPIC or through liaising with Specialist Outpatient Clinics (SOC) Follow through for all appointment requests required by EMD within 3 working days. Provide updates on patient’s condition to patient’s relatives eg. Doctor has ordered X-ray, waiting for blood tests results, waiting for available bed for admission Remind doctor or nurse to update patient’s relatives Look out for patients and/or patients’ relatives who require assistance Assist patients and/or patients’ relatives with enquiries Resolve any PR problems Adhere to department and hospital policies and procedures 2.2 Secondary Responsibilities and Duties (20%) Attend daily roll call / meetings Participate in quality improvement project (eg: 6S, RIE - Service Improvement Project) Assume any duties / responsibilities as assigned by Ops Head, Executive or Service Executive 3. Job Specification/Requirements At least GCE ‘N’/‘O’ level education Possess Class 3 or 4 License Practical Knowledge of hospital operations is an added advantage Proficiency in computer skills (MS Office) Possess good interpersonal and communication skills Display compassion, a positive and caring attitude towards patients, internal and external clients Willing to work 3 rotating shifts