Patient Service Associate

About Us

Woodlands Hospital is a next‑generation healthcare systemdesigned to meet the future of care. As an integrated acute and communityhospital with specialist outpatient clinics and innovative care models, we deliverperson‑centred, connected and seamless care—extending far beyond traditionalhospital walls.

Our mission is to redefine healthcare for an ageing anddiverse population through digital innovation, personalized care, and strong patientrelationships while strengthening preventive and integrated care in the community.Guided by teamwork, service excellence and sustainability, we are building ahealthier future for all.

Why This Role Matters

We are looking for a Patient Service Associate (PSA) teamlead to play a vital role at the heart of the patient experience within our ElectiveCare Enterprise team, which covers areas across the Specialist OutpatientClinic, Operating Theatre and Endoscopy facilities. The PSA team Lead supportsfrontline excellence while providing on‑the‑ground leadership to the variousPSA teamlets. He/she supports the PSA Supervisor to oversee the SpecialistOutpatient Clinics under his/her charge

Key Responsibilities

Patient Service Excellence & Issue Resolution

• Serve as a senior point of contact for patients, delivering registration, appointment scheduling, billing verification and financial counselling.
• Handle escalated or complex patient enquiries with tact, empathy and professionalism.
• Guide patients in the effective use of self‑service kiosks and digital platforms for registration, payment, wayfinding and billing matters.
• Manage incoming calls, emails and feedback, ensuring timely resolution or escalation where required.

Operational Coordination & Clinic Flow

• Support daily clinic operations by monitoring patient flow, queue performance and service turnaround times.
• Perform basic clinical support tasks (e.g. vital signs monitoring, visual acuity tests) as required by clinic operations.
• Work closely with clinicians, nurses and allied health staff to ensure smooth consultations and minimal service disruptions.
• Assist with chaperoning, documentation support and preparation of procedure sets where applicable.
• Support the Floor Supervisor in manpower deployment, shift coverage and contingency planning.

Team Support & On‑the‑Job Leadership

• Provide guidance and on‑the‑job coaching to Patient Service Associates.
• Act as a role model for service standards, teamwork and professional conduct.
• Support onboarding and orientation of new staff and temporary/locum team members.
• Escalate service or performance concerns appropriately, with clear situational reporting.

Continuous Improvement & Projects

• Participate in service improvement initiatives, audits and departmental projects.
• Contribute frontline insights to refine workflows, patient journey design and digital enablement efforts.
• Support hospital‑wide initiatives, corporate events and ad‑hoc operational assignments.

Qualifications & Experience

• Minimum GCE ‘N’ or ‘O’ Levels with Professional Certificate / NITEC or equivalent.
• 3-5 years of experience in a hospital or healthcare setting preferred.
• Experience in senior frontline, team coordination or service leadership roles is advantageous.

Skills & Attributes

• Strong service leadership orientation and commitment to patient‑centred care.
• Effective communication and interpersonal skills across multidisciplinary teams.
• Ability to guide peers and manage service pressures in a fast‑paced clinical environment.
• Digitally proficient with healthcare and operational systems.
• Familiarity with healthcare systems (e.g. Next Generation Electronic Medical Records system, National Billing System, Queue Systems) is advantageous

Work Arrangements

• Staggered working hours
• May be required to work overtime, weekends or public holidays depending on service needs

Why Join Us

• Take on a meaningful leadership role at the frontline of patient care
• Be part of a purpose‑driven organisation shaping the future of healthcare
• Work in a collaborative, multidisciplinary and supportive environment
• Develop your career within an integrated healthcare system committed to people development