Senior/Patient Service Associate, Service Operations

Singapore National Eye Centre; Singapore; On-site; SGD 31,000 - 40,000; Full time

Job summary

Singapore National Eye Centre (SNEC) invites applications for a Patient Services Associate, Service Operations. In this role you will deliver administrative and clinical services that enhance patient experience and help create a seamless care journey.

You will manage registrations, appointments, billing, and provide information on services. You will assist during eye examinations, handle inventory, and provide pre-operative financial counselling.

Qualifications

• Diploma (or equivalent) is preferred.
• Minimum of 1 year of customer service experience is preferred.
• Demonstrate good communication and interpersonal skills with patients, caregivers and colleagues.
• Compliance with SNEC service standards.
• Growth mindset and willingness to develop PSA skill-sets.
• Good situational handling and teamwork.
• Able to thrive in a fast-paced environment and adapt to changes.
• Flexible deployment to SNEC branches and affiliated clinics as needed.
• Available to work on Saturday (half-day).

Responsibilities

• Register patients, schedule appointments, and handle billing and payment collection.
• Explain payment schemes and charges to patients.
• Provide information on clinical services and respond to patient inquiries.
• Perform counter-closing tasks at end of business day.
• Assist patients during eye examinations and provide basic eye care guidance.
• Prepare clinic documents and monitor daily equipment/inventory readiness.
• Schedule pre-operative assessments and surgeries; provide pre-surgery financial counselling.
• Attend to and facilitate patient inquiries and requests.
• Assist in preparing clinic reports and liaise with staff for clarification on patient matters.
• Participate in process improvements and other duties as assigned.

Skills

Customer service

Communication skills

Interpersonal skills

Teamwork

Organisational skills

Adaptability

Attention to detail

Education

Diploma or equivalent

Job description

As a Patient Services Associate, Service Operations, you will have the opportunity to deliver administrative and clinical services critical for enhancing patient experience, and contribute towards creating a seamless care journey for patients in SNEC.

Job Description

Registration/ Appointment/ Payment Services

• Perform patient registration, appointment scheduling, billing and payment collection.
• Explain payment schemes and charges to patients.
• Provide information on the various clinical services offered by the Centre and attend to inquiries from patients and members of the public.
• Perform counter-closing tasks in accordance with standard procedures at the end of business day.

Clinical Services

• Provide assistance to patients during eye examination and perform basic patient care activities and services, such as performing eye evaluation tests, eye drops instillation and rendering of basic eye care advice to patients/ family.
• Prepare necessary clinical documents for clinic sessions and conduct daily equipment/ instruments inventory checks in the assigned work area to ensure that equipment is ready for use at all times.

Financial Counselling Services

• Perform scheduling of pre-operative assessment and surgery appointments
• Provide pre-surgery financial counselling to patients and/ or caregivers.
• Provide general pre-surgery preparation advice to patients and/ or caregivers.
• Attend to and facilitate patient enquiry/ requests.

Others

• Assist in the preparation/ generation of clinic reports and liaise with medical staff and internal departments for clarification on patient matters, if necessary.
• Participate in work improvement discussions and contribute ideas/ suggestions to improve processes and workflows.
• Any other duties assigned.

Job Requirements

• Candidate must possess at least diploma or equivalent and preferably with 1 year of customer service experience.
• Demonstrate good communication and interpersonal skills with patients, caregivers and colleagues.
• Comply with SNEC service standards.
• Possess growth mindset and development aspiration to attain full PSA skill-sets.
• Demonstrate good situational handling skills when attending to patients
• Meticulous and possess good teamwork and organisation skills
• Able to thrive in fast-paced environment and adapt well to internal and external changes
• Flexible to be deployed to SNEC branches and affiliated clinics besides Main Centre, based on operational requirements.
• Available to work on Saturday (half-day).

Note: Remuneration Package will commensurate with qualifications and working experiences.