Senior / Patient Service Associate (Specialist Outpatient Clinic)

Job Description

Patient Service Associate (PSA) will be part of the Specialist Outpatient Clinics Operations Team. He/She will support the Senior PSA Executive and Clinic Manager, working closely with clinicians, Nursing and Allied Health teams to ensure smooth daily clinic operations, and provide excellent patient care and experience.

Major Duties & Responsibilities

Specific

He/she will:

• Work closely with Senior PSA Executive and Clinic Manager to ensure smooth running of daily clinic operations
  • Manage clinic sessions and scheduling slots (i.e., opening & closing of clinic sessions)
  • Escalate cases in a timely and appropriate manner
  • Handle patient feedback and complaints, difficult situations, bill inquiries, drafting of replies, as required
  • Manage calls, emails, and execute necessary follow-ups
  • Support all PSA functions as required, including but not limited to:
• Roving patient service duties
  • Be proactive in rendering assistance and training to patients in the use of self-service stations or Patient App for registration, payment, way-finding, etc., and handling general and bill/payment/Medisave claim inquiries
• Room assisting duties
  • Provide efficient assistance to clinicians during consultations in terms of chaperone, administrative duties, preparing instrument sets for procedures, etc.
  • Relay doctor’s instructions to patient, schedule appointments, activate relevant provider ranking within the system, and ensure all services are billed on a timely basis
  • Manage queue for clinic
• Clinical support duties
  • Perform phlebotomy, visual acuity, parameters taking, etc.
• Counter duties
  • Provide financial counseling and listing for surgeries and admissions, medication supply verification, fall risk education, etc.
• Administrative duties
  • Manage phone calls, email inquiries
  • Ensure clinic readiness
  • Manage clinic supplies and inventory

Requirements

• Possess at least a GCE 'N' or 'O' level
• Patient-oriented with a willingness to go the extra mile to enhance patient experience
• Driven, eager to learn, and embrace change
• Team player, able to foster strong relationships at all levels and across various departments and institutions
• Experience in frontline customer service preferred

Please be informed that only applications submitted through NHG Career Webpage (corp.nhg.com.sg/Careers), Jobstreet Singapore (jobstreet.com.sg), Singapore Medical Association (sma.org.sg), MyCareersFuture.sg, LinkedIn, and WHC appointed recruitment agencies will be considered. If you are accessing this job posting from another recruitment channel, please visit the official channels mentioned above.