Patient Service Associate Executive

To provide and implement patient services in doctors’ consultation, financial counselling and patient appointments. To implement service assistance to patients in the Specialist Outpatient Clinics which primarily includes (but is not limited to) registration appointment making, billing and payment and other administrative and counter duties. To ensure patients’ information is kept up-to-date and compliance with Personal Date Protection Act (PDPA).

MAJOR DUTIES AND RESPONSIBILITIES

(A) SPECIFIC

Operational (Consultation room)

1. Adhere to room assignments given by Nurse Manager (NM)/Assistant Nurse Clinic (ANC)/Senior Staff Nurse (SSN).
2. Perform the following basic nursing procedures/activities
   1. Ensure service readiness of consultation rooms including adequate inventory of forms, stationery and equipment are in good condition.
   2. Retrieve and return patient’s record before and after appointment.
   3. Chaperone doctors and provide language translation during consultation.
   4. Prepare and assist patient for physical examination or minor procedures to be done by the doctor.
   5. Perform simple patient care services such as taking vital signs and record in the patient’s notes.
   6. Collection of specimens.
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. Accompany 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.
7. Team leader among the room PSAs to support running of clinic.
8. To ensure service readiness of counter to receive patients and visitors.
9. To attend to enquiries from both internal and external customers.
10. To ensure services rendered are entered promptly for charging purposes
11. To assist with appointment scheduling and payment matters.
12. To reconcile all transactions and be accountable for cashier opening and closing.
13. Maintain high standards of service delivery at all times and to be a role model for the junior staff.
14. Inform patients of the estimated waiting time or period of absence when the doctors are called away.
15. Perform patient care services such as taking weight and height for the patients.
16. Responsible and responsive to patient's feedback/complaints before referring to the supervisor or Executive/Manager.
17. Keep track of daily workload in various clinics and implement actions when necessary.
18. Deputise supervisor and oversee handover confirmation during the absence of the supervisor.
19. Assist the Executive/Manager in the handling of staff and other matters when necessary.
20. Conduct On-the-Job training (OJT) for new staff in the clinic.

(B) GENERAL

1. Assist NM, SSN, Executive, Manager in supervision, guidance and teaching of new staff.
2. Participate in initiating and implementing change to improve the quality of care and work processes in the unit.
3. Assist in evaluating effectiveness new methods and to communicate outcome to supervisor.
4. Attend continuing education and training on regular basis to maintain one’s competency.
5. Embrace continuous improvement as our way of life by improving and refining work performance on a daily basis.
6. Assist with template build matters for NGEMR.
7. Perform other duties as assigned by NM, SSN, Executive, Manager.