Patient Information Associate / Senior Patient Information Associate (Referral Booking Team)

The Referral Booking Agent is responsible for reviewing referral orders received from healthcare institutions and accurately scheduling patients into the appropriate specialist clinics within NGEMR. The role supports the harmonisation of referral criteria across healthcare institutions and plays a critical role in ensuring patients receive timely access to specialist care.

The successful candidate must be highly meticulous, possess strong keyboarding and administrative skills, and be able to learn and apply complex referral booking rules across multiple specialty disciplines.

KEY RESPONSIBILITIES

Referral Processing

• Review and process referral orders received daily from various healthcare institutions.
• Assess referral information against established specialty-specific referral criteria.
• Determine the appropriate specialty, clinic, appointment type and service required.
• Book appointments accurately in NGEMR according to approved referral rules and workflows.
• Escalate incomplete or exceptional referrals to the appropriate clinical or operational teams for clarification.

Appointment Scheduling

• Schedule appointments within prescribed turnaround times and service level agreements.
• Optimise appointment allocation based on clinic capacity, subspecialty requirements and established booking protocols.
• Ensure appointments are scheduled with the correct specialty and provider where applicable.
• Manage appointment changes, rescheduling and administrative updates as required.

Quality and Accuracy

• Maintain a high level of booking accuracy and data integrity.
• Adhere strictly to referral criteria, operational guidelines and patient confidentiality requirements.
• Conduct self-checks to minimise booking errors and prevent incorrect specialty referrals.
• Support quality audits and continuous improvement initiatives.

Stakeholder Coordination

• Liaise with specialty clinics, healthcare professionals and operational teams to clarify referral requirements.
• Support the resolution of referral-related queries and booking discrepancies.
• Participate in training and regular updates on referral criteria and workflow changes.

REQUIREMENTS

• Minimum ‘O’ Level, NITEC or higher is preferred. 
• Prior experience in healthcare administration, appointment scheduling, contact centre operations or medical records management is advantageous.
• Experience using NGEMR or healthcare systems will be an added advantage.
• Required to work on alternate half-day Saturdays.
• Willing to relocate to the Ubi office in March/April 2027.

Technical Competencies

• Fast and accurate keyboarding and data entry skills.
• Comfortable working with multiple systems and digital platforms simultaneously.
• Proficient in Microsoft Office applications.
• Ability to learn and navigate NGEMR efficiently.

Core Competencies

• Exceptional attention to detail and accuracy.
• Strong analytical and problem-solving skills.
• Ability to interpret and apply complex referral criteria consistently.
• Strong learning agility and adaptability.
• Good organisational and time management skills.
• Ability to work independently while managing high volumes of referrals.
• Effective verbal and written communication skills.
• Ability to perform under pressure while maintaining accuracy.