Senior Associate Executive, Patient Access - #1162504

Job Description

Patient Scheduling & Stakeholder Relations

• Doctors' Resources - Consistently ensures the smooth and timely movement of patients’ appointments, enabling doctors to operate efficiently and without disruption.

• Reschedules patient appointments promptly and accurately, including coordination of OAS slots and ad‑hoc adjustments, and collaborates effectively with Medical Secretaries to contact patients under exceptional circumstances.

• Responds to enquiries from stakeholders and team members in a timely manner and follows through to achieve clear, positive, and satisfactory outcomes.

• Demonstrates prompt call pickup and professional phone handling, providing reliable coverage for colleagues during absences to ensure continuity of service.

Resource Management & Patient Communication

• Manage service provider resource allocation by implementing timely blocks and rescheduling appointments as required. Create and modify resource calendars with appropriate service provider codes, ensuring optimal utilisation of healthcare resources whilst maintaining service quality standards.

• Coordinate patient notifications regarding appointment changes through multiple communication channels, including SMS notifications, push notifications, telephone calls, emails and change of appointment letter. Ensure all affected patients receive timely and accurate information about schedule modifications.

• Investigate and resolve discrepancies related to resource changes, including modifications, creations, and block moves. Handle public relations cases with professionalism and efficiency, maintaining positive stakeholder relationships throughout the resolution process.

• Maintain accurate service provider records by promptly updating ranks following HR promotion notifications. Execute timely updates for Consultant-In-Charge assignments across non-specialist and generic unnamed clinics, ensuring continuity of care delivery.

• Provide expert assistance to internal stakeholders for intra-referral appointment scheduling, particularly for cases requiring manual interventions or special arrangements that fall outside standard protocols.

Professional Development & Team Leadership

• Actively engage in departmental initiatives and maintain consistent attendance at monthly department meetings to remain informed of operational developments and policy changes. Contribute meaningful feedback and insights to support team cohesion, foster collaborative decision-making, and drive departmental growth objectives.

• Demonstrate commitment to professional excellence by actively participating in relevant courses, workshops, and training opportunities. Apply acquired knowledge and skills to enhance work performance, support career advancement, and contribute to overall team effectiveness and service delivery improvements.

• To undertake the role as mentor to junior staff, providing guidance aimed at helping staff to attain the requisite work competency and strengthen team capability.

Event/Project Management

• Actively participates in ongoing departmental projects, contributing to improvements, operational enhancements, and successful project outcomes through collaboration and initiative.

• Conducts User Acceptance Testing (UAT) for systems used in daily operations when required, ensuring that system enhancements, upgrades, or changes are validated, functional, and aligned with workflow needs.

• Provides structured and supportive training to new joiners, ensuring they receive clear guidance, proper onboarding, and the necessary knowledge to integrate smoothly into their roles.

Job Requirements

• Possesses a Diploma in any discipline with at least 5 years of relevant work experience, preferably in a healthcare environment or with Resource Management knowledge.

• Proficient in computer applications, including MS Office (Word, Excel, PowerPoint), with the ability to prepare documents, reports, and presentations effectively.

• Able to work independently while demonstrating strong collaboration skills when engaging with a diverse range of internal and external stakeholders.

• Exhibits a strong customer‑centric mindset and a genuine desire to serve.

• Demonstrates strong verbal and written communication skills, with the ability to analyse issues and provide effective, practical solutions.

• An excellent team player who is positive, proactive, resourceful, and results‑driven in achieving departmental and organisational goals.

• Multitasks effectively in dynamic environments, completing tasks accurately and meeting deadlines through strong prioritisation skills.

• Performs additional duties as assigned by the Patient Access leaderships and undertake supplementary responsibilities to support the overall functioning and objectives of the RM team.