Patient Service Associate, Emergency Medicine(7677)

Job Purpose

• To ensure timely updates are provided by EMD staff to patients’ relatives

• To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care

• Adhere to policies and procedures of hospital services

Primary Responsibilities and Duties (80%)

1. Provide updates on patient’s condition to patient’s relatives (e.g., Doctor has ordered X-ray, waiting for blood tests, waiting for available bed for admission)

2. Document details of every update in ED Web

3. Remind doctor or nurse to update patient’s relatives

4. Look out for patients and/or patients’ relatives who require assistance

5. Assist patients and/or patients’ relatives with enquiries

6. Resolve any P.R problems

7. Registration of patients presenting at Emergency Department

8. Admitting of inpatients

9. Discharge of Emergency patients

10. Collecting payment for A&E facility fees and deposit for inpatients

11. Financial Counselling process for inpatients

12. Handling of general enquiries (over counter & phone)

13. Ensure customer service standards are upheld at all times

14. Sorting of E-cards in preparation for dispatch to MRO daily

Handling of General Enquiries through EMD hotline

1. Apply telephone standards when handling phone enquiries

2. Minimize number of dropped calls

3. Follow through enquiries till case is closed

4. Track number and type of calls coming in

SOC Appointment Booking

1. Perform accurate appointment booking in SAP or liaise with Central Appointment Line / Specialist Outpatient Clinics for appointments

2. Perform faxing of appointment requests and filling in of appointment requests for appointments not available in SAP

3. Follow through for all appointment requests required by EMD by next working day

4. Tracking of appointments requested and booked in EMD

Secondary Responsibilities and Duties (20%)

• Buddy and train newly joined P.R.Os

• Ensure the Family Counselling Room is neat & tidy

• Additional responsibilities as assigned by Operations Director/Manager/Executive

• Keep inventory of supplies and inform Administrative Assistant for replenishment

• Make appointments for patients discharged from Emergency

• Offer helping hand to Patients in need in the waiting area