Patient Service Associate (Specialty Outpatient Clinic)

JOB SCOPE
To provide and implement patient services in the area of doctor consultation, patient appointments, registration, billing and payment for an outpatient visit in the Specialist Outpatient Clinic.

MAJOR DUTIES AND RESPONSIBILITIES
Patient Relations
1. Attend to patient’s enquiries and provide information.
2. Be the contact person for the doctors and patients.
3. Maintain confidentially of patient’s information.
4. Demonstrate good interpersonal skills with the public and staff.
5. Inform patients of the estimated waiting time or period of absence when the doctors are called away.
6. Responsible and responsive to patient’s feedback/complaints before referring to the Manager, SOC Executive or supervisor.

(i) Counter PSA
1. Ensure service readiness of the clinic at all times.
2. Assist patient with registration, billing, collection of payment and appointment scheduling.
3. Be accountable for the cash float money and counter collections and its safekeeping.
4. Reconcile all transaction for the day.
5. Perform patient care services such as taking weight and height for the patients.
6. Demonstrate proper use and maintenance of equipment/machines. Report to the appropriate authority for services if the equipment/machine is faulty.

(ii) Room Assistant PSA
1. Adhere to room assignments given by Nurse Manager/Senior Staff Nurse.
2. Perform the following basic nursing procedures/activities
  a. Ensure consultation rooms are ready including adequate inventory of forms, stationery and equipment are in good condition.
  b. Retrieve and return patient’s record before and after appointment.
  c. Chaperone doctors and provide language translation during consultation.
  d. Prepare and assist patient for physical examination or minor procedures to be done by the doctor.
  e. Perform simple patient care services such as taking vital signs and record in the patient’s notes.
  f. Collection of specimen.

3. Provide co-ordination of appointments with other clinics/hospitals where possible.
4. Give clear and accurate post-consultation instructions to patients pertaining to investigations, follow-up and others relevant information.
5. Accompanying patients to other departments when necessary.
6. Co-ordinate patients’ appointment when doctor is on leave or contact patients when the doctor is away on urgent / medical leave.

Requirements

1. Possesses GCE 'N'/'O'' Level, Higher/ NITEC or Diploma in any discipline

2. Working experience in Customer Service/ healthcare industry is an advantage

3. Good interpersonal and communication skills

4. Ability to work under pressure and fast pace environment

5. Computer literate