Senior / Executive, Patient Service Centre, Patient Experience Office

Institution: Woodlands Health

Family Group: Administration

JOB PURPOSE

To maintain a high level of service at Patient Services Centre (PSC).

You will be part of the Patient Experience Office and will:

(A) Oversee front-of-house and PSC daily operations.

(B) Provide support to ground staff in maintaining the level of service for patients and to ensure Patients’ information are kept up-to-date and compliance with personal data protection act (PDPA).

(C) Draft, update work processes, policies and conduct briefing, roll call and training to Team.

(D) Work with other stakeholders to refine and improve processes leading to a hassle-free patient experience.

MAJOR DUTIES & RESPONSIBILITIES`

Specific (80%)

PSC Daily Operations

Processes & Workflows

Assist to review and update workflows, standard operating procedures, work instruction and business continuity plan (BCP) for the efficient running of services and excellent patient experience.
Assist to review and update workflows scenarios, drills and resource planning for daily operations.

Systems

Credential trainer for NGEMR system.
Train new joiners on usage of NGEMR system, ensuring proper usage adhering to WH PDPA policies.
Review and revise user access matrix to ensure that all users are still valid and relevant access is granted to perform the role.
Support and operationalize the change management for work processes pertaining to NGEMR.

Patient Care / Relations

To identify and help resolve patient service issues encountered by Patient Service Associates (PSAs).
Crowd management and mobilize manpower, if necessary. This includes working with Supervisor in the daily operational needs.
To “walk the ground” to ensure that a consistent high level of service is maintained.
To be first point of contact for escalated feedback and complaints, provide resolution and improve work processes and operational efficiency where applicable.
Demonstrate good interpersonal skills with patients and staff.
To draft and update workflow, work instructions and policies to ensure it remain up-to-date and relevant.

VIP Management

Be the face of WH for VIP visits
To receive/meet VIPs and provide them a warm WH welcome
Ensure VIPs receive complimentary parking coupon
Handover to the receiving department and monitor the patient journey
Set up teams chat for logistics planning if more than 1 department involved

Operational

Assist Supervisor in coordinating and planning the operations’ activities and utilization of manpower and resources to ensure cost efficiency and effective management.
Managing of roster, administrative duties, continuous improvement programmes for counter services and trainings.
To ensure that staff are appropriately deployed.
To oversee the running of reception areas during operation hours.
To ensure all counters adhere to 5S housekeeping standards.
To be overall responsible for the discipline, conduct and grooming of PSAs.
To supervise the training of new staff and the career development for staff.
To ensure continuous training to both existing and new staff on frontline service.
To conduct orientation and induction programme for new staff.
Perform supervisor handover confirmation daily and is responsible for the overall counter collections. Ensure payment are reconciled and submitted on-time.
To conduct department’s roll calls and in-service training for all PSAs.
To conduct audits that are relevant to patient services associates’ scope of work.
To ensure PSAs comply to PDPA standards.
To support Supervisor in the submission and approval of shift claims on a monthly basis and to ensure staff claims, leave and MC application are complete and in order.
To assist in reporting and analysing of department’s key performance indicator.
Collecting and analysing data for monthly reports.
Certified mask fitting trainer to do decentralised mask fitting for new joiners.

General (20%)

To participate in process improvement projects and streamline processes.
To maintain and organize department files and documents regularly and ensure all records are complete (both electronic and paper records).
To participate in procurement activities as assigned.
To undertake other duties or tasks when assigned.

JOB REQUIREMENTS

Education / Training / Experience

Degree in any discipline from a recognized institution with more than 2 years of relevant experience in patient service centre operation, customer service preferably in healthcare &/or hospitality.
Ability to create and maintain collaborative work relationship
Strong key stakeholder management and vendor management
Experience in a supervisory role is necessary and important
Knowledge of hospital operations would be preferred
Credential trainer for NGEMR
Mask fitting trainer

Attributes

(1) Strong written & communication skills, to express complex policy / concepts in a clear and simple-to-understand manner

(2) Able to work in a fast-paced environment

(3) Possess the ability to speak two or more languages / dialects will be an advantage (to liaise with dialects speaking patients)

(4) Must love people

(5) Highly proficient in MS Office applications