Patient Service Associate (Community Clinic)

Broad Function

• Work closely with Assistant Manager in the provision of frontline counter services to patients in community clinic and/or other community events.
• This will include assisting patients to verify their service requirement, managing patient queues, handle enquiries and to provide administrative support to the Assistant Manager and Resident Physician.

Main Responsibilities

1. Registration
1.1Responsible for reception of all appointment and walk-in patients at the community clinic.

1.2 Responsible for accurate appointment scheduling / booking and registration for patients accurately via clinic system including updating of patient’s personal particulars such as email, mailing address and contact number.

1.3 Ensure patients’ identifiers are verified for all patients when handling patient registration, which includes the verification of tests/procedures ordered by doctors.

1.4 Ensure that relevant instructions are communicated effectively to patients prior to their tests/procedures.

1.5 Ensure relevant Authorization Forms are filled in accurately with patients’ endorsement and approval

1.6 Ensure accurate application of promotions and discount vouchers appropriately and to validate its utilization via the clinic system.

1.7 Adhere to policy and standard operating procedures.

2. Cashiering and Medical Records Management
2.1 Responsible for payment collection when assigned to cashier duties and ensure tally of end-of day sales with cash settlement and other transaction records.

2.2 Accurate and meticulous in performing cashiering duty when assigned.

2.3 When assigned, to ensure the timely dispatching of medical reports, proper records, and documentation of courier services in line with PDPA requirements. 5.2.4 Tally and check end of day collection and supporting documents.

3. Clinical Duties
3.1 Perform clinical duties (e.g., Visual acuity either near/distant, colour vision, weight, height, BMI, waist circumference, blood pressure, finger prick blood tests, urine tests and ECG under training by Resident Physician/Staff Nurse.

3.2 Chaperon Resident Physician and assist in carrying out clinical procedures if necessary.

4. Service Excellence
4.1 Ensure a high standard of professional service to clients, meeting customer service and quality KPIs as determined by the department.

4.2 Proactively identify customer’s needs and sustain a culture of service excellence within the organisation.

4.3 Work collaboratively and effectively with other teams within the medical centre and/or mobile medical services event to contribute to the performance of the team.

4.4 Follow up and support reporting officer in handling patient relation issues

5. Equipment, Supplies, and Maintenance
5.1 Responsible for keeping inventory of office equipment and their maintenance, including ensuring there are sustainable supplies of stationery and other consumables.

5.2 Responsible for reporting to the Assistant Manager of any machine breakdown or damage to property.

6. Others
6.1 Keep self-informed and up to date on product and services offered across the organisation.

6.2 Attend training as assigned by Assistant Manager

6.3 Able to be deployed to centres including supporting Doctors’ On Wheels programme, SATA CommHealth Community Hub @ Fernvale (SCHF), Community Health Centre Services, Community Events such as Community Health Day and Migrant Worker events when necessary.

6.4 Guides and if needed escorts patients to various stations as and when required.

6.5 Cover duties of other colleagues; and

6.6 Any other tasks as assigned by the Assistant Manager.

Requirements

• Minimum GCE "N" / "O" / "A" levels or Higher / NITEC qualification
• Minimum 1 year of relevant working experience in a healthcare of relevant sector for Patient Service Associate
• Possess strong interpersonal and communication skills
• Computer-literate
• Team player with a pleasant disposition
• Ability to multi-task and work in a fast-paced environment
• Aspires for service excellence and open to continuous process improvements