Patient Service Associate

The Patient Service Associate Executive is responsible for providing assistance to patients which includes (but is not limited to) reception duties, registration, admissions, payment collections, and other administrative duties in the Emergency Department. This role ensures that patients' information is up-to-date and accurate while complying with the Personal Data Protection Act (PDPA).

MAJOR DUTIES AND RESPONSIBILITIES

(A) SPECIFIC

1. Liaising with Nurses and Doctors regarding patients' long wait times for consultation.
2. Maintain Yishun Health Standards of Service Delivery at all times.
3. Conduct On-the-Job Training (OJT) for new staff in the A&E.
4. Ensure Service Readiness at all times.
5. Assist the Supervisor in planning departmental rosters when staff report absences from work.
6. Assist the Manager/Supervisor or Nursing Officer in continuous work improvements, data collection, and other related tasks when necessary.

Counter

1. Receive patients and visitors who present themselves at the counter.
2. Answer telephone calls and attend to enquiries courteously and promptly.
3. Demonstrate good interpersonal skills with members of the public and staff.
4. Maintain confidentiality of patients' information.

Registration

1. Perform registration for all patients at A&E.
2. Inform patients of the estimated waiting time for consultation.
3. Collect payment in advance for A&E services and after end of A&E attendance for non-standard services rendered.
4. Be accountable for payments collected.

Admission

1. Prepare necessary forms for admission.
2. Perform admission paperwork and provide financial counseling to patients and family members.
3. Advise and direct patients who require financial assistance to the appropriate departments.
4. Collect payment for services rendered and be accountable for payment collected.
5. Collect General Consent for admission and proper documentation for any follow-up actions required.
6. Monitor Financial Counselling turnaround time and assign cases to PSA team members on the same shift.

Appointment

1. Obtain SOC appointments for urgent cases and advise patients of appointment times via SMS or call.

Death Registration

1. Perform death registration for deceased patients.
2. Report to ICA for any troubleshooting on the ground.

Other Administrative Work

1. Undertake safekeeping of patients' property.
2. Be responsive to patients' feedback/complaints before referring to the Supervisor/Executive/Manager.
3. Update data on chat groups for management of bed wait and financial counselling TAT and other ad hoc data required by management.
4. Perform any ad-hoc duties assigned by Supervisor/Executive/Manager.
5. Train new junior staff for on-the-job training.

(B) GENERAL

1. Arrange and replenish brochures, magazines, and newspapers daily.
2. Maintain the cleanliness and tidiness of all counters and patient waiting areas.
3. Ensure the following equipment is in good working order: Fax machine, Laser Printers, Photocopier, Computers and barcode readers, Labels printing machine.
4. Encourage patients to complete feedback forms.
5. Perform all filing work required.
6. Assist in data collection for statistical purposes.
7. Call Facility/Maintenance Department/ITD for repair works.
8. Participate in Process Improvement Projects to streamline work processes that enhance productivity.
9. Participate in corporate events whenever necessary.
10. Undertake other duties directed by the Manager/Nurse Manager/Supervisors.

JOB REQUIREMENTS (EDUCATION, TRAINING AND EXPERIENCE)

1. Minimum N level, ITE Nitec, ITE Higher Nitec, Diploma.
2. Good communication and interpersonal skills.
3. Minimum one year experience as Team Leader.
4. Minimum two years working experience is advantageous.
5. For Diploma holders, one year experience with good performance.
6. Basic PC knowledge is required.