Senior Patient Service Associate

Overview 

This role is responsible for ensuring a positive experience for patients and internal customers in our clinics, coordinating care between patients and healthcare providers, providing administrative support for efficient clinic operations, and performing basic clinical tasks to assist in the delivery of healthcare services. This role would also support and guide junior staff in delivery of services within the department. 

Job Responsibilities 

Administrative (70%): 

• Prepares counters and clinic waiting area spaces and facilities to ensure clinic is ready to receive patients.


• Perform patient registration, screening escalations and manage appointment to support care coordination and activities for timely patient treatment and care givers visitation.


• Apply range of infection control and prevention practices at workplace that reduce the risk of transmitting infection including hand hygiene and the use of appropriate personal protective equipment.


• Identify hazards and risks to patient's safety in the environment and care delivery process and participate in quality improvement initiatives and projects.


• Provide pre-test instructions during phone call to confirm attendance.


• Apply established service standard to effectively liaise with patient and manage enquiries from patients and members of the public.


• Assists in audit process by adhering to and providing relevant support documents in accordance to hospital policies and standards.


• Reconcile dropped and cancelled charges for services provided at clinic.


• Assist in developing and reviewing Job Instructions and Job Improvements for department work processes as well as training and equipping junior staff to execute their work correctly, safely and conscientiously.


• Performs clinical Core, Basic and Intermediate/Advanced tasks and able to guide junior staff in performing clinical Core and Basic tasks. Monitors and assesses the clinical practices of the junior PSAs. Maintains records and tracks competencies of the PSAs.


• Prepares room, self-screening area, patient and equipment for patient examination. Performs measurement of basic health parameters and assists in minor procedures. Coaches and guides junior PSAs in the preparation of rooms, patients and equipment and assists/performs minor procedures.


• Oversees the coordination and execution of emergency response tasks as designated to junior PSAs.


• Supports patient education initiatives providing post-procedure advise, and other simple patient education to patients and caregivers when necessary. 

Clinical (30%): 

• Performs Core, Basic and/or Intermediate clinical tasks and guides junior staff in performing Clinical Core tasks.


• Establishes practice standards in the performance of department relevant clinical procedures, under the guidance of the clinical team.


• Coaches and guides junior PSAs in the preparation of rooms, patients and equipment and assists/performs minor procedures


• Guides junior staff in performing Clinical Core tasks.


• Supports patient education initiatives such as providing post-procedure advise, and other simple patient education to patients and caregivers when necessary.


• Demonstrates familiarity with emergency planning and participates in emergency evacuation exercises according to assigned roles and responsibilities.

Requirements

• Candidate must possess at least GCE 'N' Level and above.


• Preferably with 3 years working experience in healthcare/service industry.  

• Experience in customer service-oriented environment will be an advantage. 

• Good verbal and written communication skills.  

• Proficient in Microsoft Office, Email.

• Comfortable with new systems and processes. 

• Team player with good communication and interpersonal skills. 

• Able to multitask and work in a fast-paced environment. 

• Candidates should be comfortable/flexible with working in a hospital setting and in different clinics when needed. 

• When required, candidates should be comfortable with shift work. 


• Working Hours:

         - Monday to Friday (8.30am to 6pm)

         - Saturday (8.30am to 1pm) *Will be required to work 1-Saturday per month on rotating basis.

This is a 2-year contract role, subjected to contract extension or permanent conversion with satisfactory work performance.

If the role sounds interesting to you, please contact ‘[email protected]’ to understand more on the role. Please indicate the position that you are interested in the subject heading.

*Only Singapore Citizens and Singapore Permanent Residents may apply.