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Patient Service Associate Executive

Institution:  National Healthcare Group
Family Group:  Ancillary

 

  1. JOB SPECIFICATION

 

Qualifications

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Minimum diploma in any discipline; additional education in healthcare administration is a plus.

 

 

 

Experience

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Experience working as a Patient Service Associate at a Specialist Outpatient Clinic (SOC) is preferred.

 

 

 

Special Attributes and Knowledge

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Detail-oriented with strong organisational, interpersonal and communication skills. Good command of spoken and written English and a mother tongue language. Proficient in NGEMR, National Billing System (NBS), and Microsoft Office, including Word, Excel and PowerPoint.

 

 

 

Professional License (if any)

:

Not applicable.

 

 

B.       PRINCIPAL RESPONSIBILITIES

 

The Patient Service Associate is responsible for providing exceptional patient services, managing patient appointments, and ensuring a smooth patient experience from arrival to departure at the NHG Health Centre. The job holder must ensure patient information is kept up to date and handled in compliance with the Personal Data Protection Act (PDPA).

 

Operational: Counter (75%)

  • Ensure service readiness of the counter to receive patients and visitors.
  • Schedule and confirm patient appointments, ensuring accurate information is recorded.
  • Collect and verify patient information, including insurance details and medical history.
  • Ensure services rendered are entered promptly for charging purposes.
  • Inform patients of the estimated waiting time or period of absence when doctors are called away.
  • Perform patient care services such as taking patients’ weight and height.
  • Reconcile all transactions and be accountable for cashier opening and closing, if applicable.
  • Answer phone calls and respond to enquiries regarding services, appointments and clinic policies from internal and external customers.
  • Handle patient complaints and concerns with empathy and professionalism.
  • Coordinate appointments with other clinics or hospitals where possible.
  • Keep track of the daily workload of various services and implement actions when necessary.
  • Perform administrative tasks such as filing, data entry and managing patient records.

 

Operational: Consultation Room

  • Ensure service readiness of consultation rooms, including adequate inventory of forms and stationery, and ensure equipment is in good condition.
  • Perform simple patient care services such as taking vital signs and Visual Acuity (VA) where required, and record the results in the patient’s notes.
  • Chaperone doctors or allied health staff and provide language translation during consultation if necessary.
  • Prepare and assist patients for physical examinations or minor procedures performed by the doctor or allied health staff.
  • Assist in the collection of specimens.
  • Give clear and accurate post-consultation instructions to patients regarding investigations, follow-up and other relevant information.

 

General Responsibilities (25%)

  • Participate in initiating and implementing changes to improve the quality of care and work processes in the clinic.
  • Assist in evaluating the effectiveness of new methods and communicate outcomes to the Executive or Manager.
  • Attend continuing education and training regularly to maintain competency.
  • Assist with template build matters for NGEMR.
  • Perform any other duties assigned by the department.

 

 

C.       SECONDARY RESPONSIBILITIES

 

  • Support ad hoc departmental initiatives, outreach activities and health promotion programmes as required.
  • Contribute to service improvement, patient experience and quality improvement efforts within NHG Health Centre.

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