Senior / Patient Service Associate, Emergency Department

Woodlands Health; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare provider in Singapore is seeking a Patient Service Associate (PSA) for their Emergency Department. The PSA will provide essential administrative and service support to ensure efficient patient flow and a positive patient experience in a fast-paced environment. Key responsibilities include patient registration, coordination with medical staff, and managing financial processes. Ideal candidates should possess at least GCE 'N' or 'O' levels and be fluent in English and another language. Join us to make a meaningful difference in patients' lives.

Qualifications

• Possess relevant educational qualifications.
• Able to work 12-hour shifts, including weekends and public holidays.
• Fluent in at least two languages; proficiency in dialects preferred.

Responsibilities

• Perform patient registration and verify identity.
• Coordinate with triage nurses and doctors for patient management.
• Process financial counselling and collect payments.

Skills

Customer service skills

Communication

Ability to work under pressure

Multilingual (including English)

Education

GCE 'N' or 'O' levels, Professional Certificate/NITEC or Diploma

Tools

Hospital systems (e.g., NGEMR)

Billing software

Job description

About the Role

The Patient Service Associate (PSA) in the Emergency Department provides frontline administrative and service support to ensure smooth patient flow, timely registration, and quality patient experience in a fast‑paced, high‑stress environment. The PSA works closely with nurses, doctors, and operations staff to deliver efficient and compassionate service.

Main Duties & Responsibilities

• Perform patient registration for emergency and urgent cases, ensuring accurate capture of personal particulars and visit details.
• Verify patient identity using NRIC/FIN/passport according to hospital protocols.
• Update or create patient records in the system (e.g., Epic).
• Process financial counselling for ED fees, subsidies, and Medisave/Medifund eligibility when required.
• Collect payments for ED charges, investigations, procedures, and follow‑up appointments.
• Issue receipts, queue tickets, visitor stickers, and other necessary documents.

Patient Flow & Coordination

• Guide patients and families through triage, waiting areas, and service counters.
• Coordinate with triage nurses, ED doctors, and care coordinators to ensure timely movement to consultation, treatment, and discharge areas.
• Inform patients of expected waiting times, delays, and next steps in the care process.
• Assist with ambulance arrivals and handovers if needed.

Operations & Support Duties

• Ensure counters are fully stocked with forms, labels, and stationery.
• Assist in maintaining cleanliness and organisation of the ED reception and waiting areas.
• Support system downtime procedures (manual registration, manual billing, paper records).
• Escalate operational issues (e.g., system errors, crowding, safety concerns) to supervisor or operations team.
• Participate in drills, training, and quality improvement projects (e.g., service excellence, workflow optimisation, patient safety initiatives).
• Process patient discharges and collect outstanding payments.
• Arrange follow‑up appointments, referrals, and diagnostic bookings as instructed by doctors.
• Instruct patients on next steps such as pharmacy collection, observation ward admission, or inpatient transfer.
• Manage partial payment requests, instalment plans, and financial queries.

Requirements

• Possess at least a GCE 'N' or 'O' levels, Professional Certificate/NITEC or Diploma.
• Able to work 12‑hour shifts, including weekends, public holidays and overnight shifts.
• Ability to speak at least two languages (including English). Proficiency in dialects will be advantageous to liaise with dialect‑speaking patients.
• Proficiency in hospital systems (e.g., NGEMR, billing, queue management). Knowledge of billing, subsidies, Medisave/Medishield, and ED fee structures.
• Prior experience in frontline customer service preferred, especially in healthcare settings.
• Good communication and interpersonal skills.
• Service‑oriented with strong commitment to patient experience.
• Able to adapt quickly to changes and work effectively in a fast‑paced emergency environment.

What We Offer

Join Woodlands Health's dynamic Emergency Department where you can make a meaningful difference in patients' lives and develop your career in a supportive healthcare environment.

How to Apply

Please submit your application through our official channels only: NHG Career Webpage (corp.nhg.com.sg/Careers), Jobstreet Singapore (jobstreet.com.sg), Singapore Medical Association (sma.org.sg), MyCareersFuture.sg, LinkedIn, or WHC appointed recruitment agencies.

Applications from other recruitment channels will not be considered. Please ensure you apply through one of the official channels listed above.