Patient Service Associate, Emergency Medicine Department

Job Purpose

1.1 To ensure timely updates are provided by EMD staff to patients’ relatives1.2 To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care1.3 Adhere to policies and procedures of hospital services

Primary Responsibilities and Duties (80%)

1.3.1.1 Provide updates on patient’s condition to patient’s relatives eg. Doctor has ordered X-ray, waiting for blood tests results, waiting for available bed for admission.

1.3.1.2 Document details of every update in ED Web

1.3.1.3 Remind doctor or nurse to update patient’s relatives

1.3.1.4 Look out for patients and/or patients’ relatives who require assistance

1.3.1.5 Assist patients and/or patients’ relatives with enquiries

1.3.1.6 Resolve any PR problems

1.3.2 Registration of patients presenting at Emergency Department

1.3.3 Admitting of inpatients

1.3.4 Discharge of Emergency patients

1.3.5 Collecting payment for A&E facility feeds and deposit for inpatients

1.3.6 Financial Counselling process for inpatients

1.3.7 Handling of general enquiries (over counter & phone)

1.3.8 Ensure customer service standards are up kept at all times

1.3.9 Sorting of E-cards in preparation for dispatch to MRO daily

2. Handling of General Enquiries through EMD hotline - Apply telephone standards when handling phone enquiries

a. Minimize number of dropped calls

b. Follow through enquiries till case is closed

c. Track number and type of calls coming in

3. SOC Appointment Booking

a. Perform accurate Appt Booking in SAP or liase with Central Appointment Line / Specialist Outpatient Clinics for appointment

b. Perform faxing of appointment request and filling in of appointment request for appointments not available in SAP

c. Follow through for all appointment requests required by EMD by next working day

d. Tracking of appointments requested and booked in EMD

Secondary Responsibilities and Duties (20%)

I. Buddy and train newly joined PROs

II. Ensure the Family Counselling Room is neat & tidy

III. Additional responsibilities as assigned by Operations Director/Manager/Executive

IV. Keep inventory of supplies and inform Administrative Assistant for replenishment

V. Make appointments for patients discharged from Emergency

VI. Offer helping hand to Patients in need in the waiting area

Job Type: Full-time

Pay: $1,800.00 - $2,800.00 per month

Schedule:

• Day shift
• Late shift
• Night shift
• Shift system
• Weekend availability

Work Location: In person