Patient Service Associate, Emergency Department (5 mths Contract)

About Us

Woodlands Hospital is a next-generation healthcare system in Singapore, designed from the ground up to meet the future of care. As a new integrated acute and community hospital with specialist outpatient services and innovative care models, we go beyond traditional hospital walls to deliver person-centred, connected, and seamless care.

Our mission is to redefine healthcare for a rapidly aging and diverse population through digital innovation, preventive health, and strong partnerships with the community. With a deep commitment to team-based care, sustainability, and health equity, Woodlands Hospital is not just about treating illness – we are building a healthier future for all.

Why This Role Matters

This is a 5‑month temporary contract role supporting the day-to-day operations of the Emergency Department (ED).

Patient Service Associates play a critical role in ensuring patients receive timely, efficient, and seamless administrative support during their emergency care journey. As the first point of contact for many patients and visitors, you will help facilitate registration, admissions, billing, enquiries, and patient flow coordination while supporting clinical operations.

By working closely with clinicians, nurses, and operational teams, you contribute to a positive patient experience and support the smooth functioning of a fast-paced emergency care environment.

What You Will Drive

1. Patient Administration

• Register and verify patient information accurately for Emergency Department attendances.
• Create, update, and maintain patient records in hospital information systems.
• Manage admission, transfer, and discharge administrative processes.
• Coordinate closely with Emergency Department operations teams, clinicians, nurses, and other departments to support efficient patient flow and service delivery.

2. Billing & Financial Administration

• Collect A&E charges, deposits, and other applicable fees in accordance with hospital policies.
• Explain billing matters, subsidies, and payment options to patients and next-of-kin.
• Issue receipts and maintain accurate financial documentation.
• Support patient reclassification processes based on ward class eligibility and insurance coverage policies.

3. Operational & Service Support

• Maintain readiness of counters, forms, equipment, and operational resources.
• Support downtime and contingency procedures when required.
• Attend to patient and visitor enquiries at service counters and over the phone.
• Provide information on ED workflows, waiting times, and hospital processes.
• Handle service recovery professionally and escalate issues when required.
• Ensure compliance with service standards, operational procedures, and safety requirements.

4. Clinical Support

• Support patient screening activities using approved questionnaires and workflows.
• Assist in directing infectious and non-infectious patients according to designated care pathways and isolation requirements.
• Support patient mobility and service needs, including wheelchair assistance and navigation of self-service platforms.
• Educate patients and visitors on hospital requirements such as mask-wearing and infection prevention measures.
• Perform basic patient vital signs measurement and update relevant information in NGEMR.
• Assist patients undergoing simple procedures by providing preparation information and guidance.
• Support patient education and reinforce care instructions where required.
• Participate in fall prevention initiatives by identifying at-risk patients and implementing appropriate interventions.
• Provide additional clinical and nursing support duties as assigned.

5. Quality, Compliance & Performance

• Ensure accuracy in patient registration, ward class assignment, and level-of-care updates.
• Maintain compliance with hospital policies, billing regulations, documentation standards, and PDPA requirements.
• Support a culture of service excellence through professionalism, punctuality, and customer-focused service delivery.
• Contribute to maintaining high standards of patient experience and service quality.

6. Emergency Preparedness & General Responsibilities

• Demonstrate familiarity with hospital emergency activation and mass casualty plans.
• Participate in mass casualty exercises according to assigned roles and responsibilities.
• Support departmental duties, projects, and on-the-job training activities when assigned.
• Perform additional duties assigned by supervisors in support of departmental and organisational objectives.

What You Bring

Education & Experience

• Minimum GCE 'N' Levels, GCE 'O' Levels, NITEC, Higher NITEC, Professional Certificate, Diploma, or equivalent qualification.
• Prior experience in healthcare administration, customer service, patient services, or frontline operations is an advantage.
• Experience in Emergency Department, clinic, hospital, or healthcare settings will be beneficial.

Professional Skills & Attributes

• Strong customer service orientation with a commitment to delivering excellent patient experience.
• Good communication and interpersonal skills with the ability to interact effectively with patients, caregivers, and healthcare professionals.
• Able to work independently while contributing effectively as part of a multidisciplinary team.
• Strong organisational skills with the ability to multitask in a fast-paced environment.
• Comfortable working with hospital information systems and digital platforms.
• Meticulous, responsible, and able to handle sensitive information confidentially.
• Positive attitude, adaptable, and willing to learn.

Others

• Able to perform day and night shifts according to roster requirements.
• Shift pattern: 12‑hour shifts.
• Able to perform shift duties, including weekends and public holidays where required.
• Committed to maintaining patient confidentiality and professionalism at all times.
• Able to work effectively in a dynamic healthcare environment.

Why This Role?

This role offers an opportunity to be part of a dedicated Emergency Department team that supports patients during some of their most critical moments. Your work will directly impact patient experience, operational efficiency, and the smooth delivery of emergency care services.

By bringing your service mindset, professionalism, and adaptability to the team, you will contribute to Woodlands Hospital's commitment to delivering safe, compassionate, and patient-centred care every day.