ED Patient Experience & Operations Lead

WOODLANDSHEALTH PTE. LTD.; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

Woodlands Hospital is seeking a Patient Service Associate Executive to join its Emergency Department operations. You will manage patient registration, admissions and billing while guiding frontline staff and supporting service recovery in a fast-paced hospital setting.

Work involves frontline patient administration, clinical support and leadership responsibilities to ensure accurate records, smooth workflows and regulatory compliance for timely care delivery.

Qualifications

• GCE 'N' Level, GCE 'O' Level, NITEC, Higher NITEC, Professional Certificate or Diploma qualification.
• Relevant healthcare, customer service or administrative experience will be an advantage.
• Prior supervisory or team leadership experience is preferred.
• Comfortable using technology and healthcare information systems.
• Able to work rotating shifts, weekends and public holidays.

Responsibilities

• Deliver exceptional patient experience as frontline ambassador of the Emergency Department.
• Guide patients through registration, admissions, transfers and discharge processes.
• Provide clear information on departmental processes, waiting times and hospital services.
• Handle patient and caregiver concerns professionally and perform service recovery as needed.
• Promote a patient-centred culture reflecting hospital values and service standards.
• Register and verify patient information for ED attendances.
• Create, maintain and update patient records in hospital systems.
• Process admissions, transfers and discharges accurately and efficiently.
• Ensure confidentiality and data protection compliance for patient information.
• Maintain high standards of documentation and operational compliance.
• Collect ED charges, deposits and applicable fees per policy.
• Explain billing matters, subsidies, and payment options to patients/guardians.
• Issue receipts and maintain accurate financial records.
• Update ward class and subsidy status based on insurance coverage.
• Ensure compliance with billing regulations and financial controls.
• Conduct patient screening using approved questionnaires and workflows.
• Route infectious and non-infectious patients per infection control protocols.
• Assist patients requiring mobility support (e.g., wheelchair).
• Support self-service kiosks during registration and declaration processes.
• Measure and document patient vital signs in EMR.
• Provide basic patient education and prep guidance for simple procedures.
• Support fall prevention and infection control initiatives.
• Assist with clinical and nursing teams on operational activities.

Skills

Communication

Customer service

Leadership

Teamwork

Professionalism

Tech literacy

Shift work

Education

GCE 'N' Level, GCE 'O' Level, NITEC, Higher NITEC, Professional Certificate or Diploma qualification

Tools

Hospital IT systems

Job description

Woodlands Hospital is seeking a Patient Service Associate Executive to join its Emergency Department operations. You will manage patient registration, admissions and billing while guiding frontline staff and supporting service recovery in a fast-paced hospital setting.

Work involves frontline patient administration, clinical support and leadership responsibilities to ensure accurate records, smooth workflows and regulatory compliance for timely care delivery.