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Patient Service Associate, Emergency Medicine

Salary undisclosed

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Job Purpose

  • To ensure timely updates are provided by EMD staff to patients’ relatives
  • To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care
  • Adhere to policies and procedures of hospital services

Primary Responsibilities and Duties (80%)

  • 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...
  • Document details of every update in ED Web
  • Remind doctor or nurse to update patient’s relatives
  • Look out for patients and/or patients’ relatives who require assistance
  • Assist patients and/or patients’ relatives with enquiries
  • Resolve any PR problems
  • Registration of patients presenting at Emergency Department

1. Admitting of inpatients

2. Discharge of Emergency patients

3. Collecting payment for A&E facility feeds and deposit for inpatients

4. Financial Counselling process for inpatients

5. Handling of general enquiries (over counter & phone)

6. Ensure customer service standards are up kept at all times

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


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

  • Minimize number of dropped calls

  • Follow through enquiries till case is closed

  • Track number and type of calls coming in


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

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

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

  • Tracking of appointments requested and booked in EMD


Secondary Responsibilities and Duties (20%)

  • Buddy and train newly joined PROs
  • Ensure the Family Counselling Room is neat & tidy
  • Additional responsibilities as assigned by Operations Director/Manager/Executive
  • Keep inventory of supplies and inform Administrative Assistant for replenishment
  • Make appointments for patients discharged from Emergency
  • Offer helping hand to Patients in need in the waiting area