Senior / Patient Service Associate (Specialist Outpatient Clinic)

Company description:

Woodlands Health (WH) provides care for the North-Western population in Singapore. We will operate a purpose-built integrated Campus set to open progressively from 2023. The Campus will include a fully integrated acute and community hospital, specialist outpatient clinics, intermediate and long-term care facilities and green healing spaces. We will offer a comprehensive range of acute, sub-acute, rehabilitative and transitional care services, working closely with partners to deliver seamless care within and beyond our Campus. Since 2016, WH has started serving and empowering residents in their health journey through our Community Nurse Posts and outreach efforts. In September 2020, WH introduced the GPFirst Programme in the North and opened the first community-based Urgent Care Centre at Kampung Admiralty making urgent care more accessible to residents living nearby.

Job description:

1. JOB PURPOSE
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.

2. MAJOR DUTIES & RESPONSIBILITIES

He/ she will:

1. 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, email and execute the 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 enquiries
   • 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 counselling and listing for surgeries and admissions, medication supply verification, fall risk education, etc
   • Administrative duties
     • Manage phone calls, email enquiries
     • Ensure clinic readiness
     • Manage clinic supplies and inventory
2. Manage a team of PSAs
   • Be a role model and ensure staff adherence to organization's service and grooming standards
   • Ensure staff's compliance to SOPs and department's processes and guidelines
   • Work with Senior PSA Executive and Clinic Manager and may assist to conduct regular roll-calls to inform PSAs of new information and directives
   • Lead the team to work towards achieving hospital and SOC KPIs
   • Manage staff deployment, rostering, handling staff disputes, identifying their training needs, conducting appraisal and audits
   • Provide training and guidance to new and existing PSAs as required
3. Be on-call to support civil emergencies (on rotational basis)

Requirement

• Possess at least a GCE 'N' or 'O' level
• Patient-oriented and will go the extra mile to enhance patient experience
• Driven, willing to learn and embrace change
• Team players, 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.