Patient Service Associate, Emergency Medicine(7677) - #1171237

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