Senior PSA / Patient Service Associate Executive (CC), NurseFirst (Contract till 30 Sept 2027)

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

NurseFirst is a public-facing tele-triage service that complements the 995/SCDF emergency hotline by helping residents access timely and appropriate care for urgent medical concerns. This role plays a critical part in supporting the operational effectiveness of the NurseFirst service by coordinating patient follow-up, appointment bookings, referrals, and care transitions across healthcare settings.

In addition to supporting tele-triage operations, you will contribute to Emergency Department (ED) services by facilitating patient registration, billing, admissions, and administrative processes that ensure a seamless patient journey. Your work helps enhance patient experience, strengthen care coordination, and support safe and efficient healthcare delivery.

What You Will Drive

1. NurseFirst Patient Coordination & Follow-Up

• Manage appointment bookings for callers using systems such as the Health Appointment System (HAS) and other healthcare appointment platforms.
• Coordinate post-call follow-up activities, including SMS outreach and referrals to Flow Navigator Centres (FNCs) and AIC Care Posts.
• Ensure smooth handover of patients to appropriate care providers and community resources.
• Handle non-complex patient and caregiver enquiries, providing service recovery where appropriate and escalating complex cases promptly.
• Ensure patient information is handled in accordance with PDPA and hospital confidentiality requirements.

2. NurseFirst Operations & Administrative Support

• Maintain and support an up-to-date directory of healthcare services, including GP clinics, urgent care centres, telehealth providers, community services, and non-emergency transport providers.
• Monitor service updates such as operating hours, public holiday changes, and closures, ensuring prompt communication to the triage team.
• Support consolidation of operational statistics and service performance data.
• Assist in administrative and operational activities required to support NurseFirst services.

3. Emergency Department Services Support

• Perform patient registration, verification, and patient record management within hospital information systems.
• Support admissions, transfers, and discharge processes.
• Handle billing, payment collection, financial counselling, and ward class reclassification according to hospital policies.
• Ensure operational readiness of counters, forms, and equipment while supporting downtime and contingency procedures.
• Support patient screening activities, infection control pathways, patient navigation, and basic administrative clinical support.
• Provide patients and caregivers with pre-procedure, pre-admission, and financial counselling information where required.

4. Contact Centre & Service Excellence

• Handle customer enquiries, appointment bookings, and service referrals across multiple communication channels using transactional and CRM systems.
• Perform outbound calls for appointment reminders and follow-up activities.
• Guide callers to appropriate healthcare resources based on their needs and local healthcare pathways.
• Manage service recovery efforts and escalate operational, clinical, or technical concerns appropriately.
• Support emergency staff activations, maintain staff contact databases, and facilitate communication of critical information to internal teams.
• Maintain compliance with service standards, policies, and procedures while identifying opportunities for service improvement.

5. Team Support & Continuous Improvement

• Support departmental duties, projects, and operational initiatives.
• Conduct on-the-job training and provide guidance to new and junior Patient Service Associates.
• Assist supervisors in managing escalated calls, emails, and service recovery situations.
• Gather triage-related information across various communication channels to support appropriate care pathway recommendations.
• Support downtime procedures, contingency plans, and equipment readiness.
• Perform additional duties assigned by supervisors in support of departmental and organisational objectives.

What You Bring

Education & Experience

• At least GCE ‘N’ Level, GCE ‘O’ Level, Professional Certificate, NITEC, Higher NITEC, Diploma, or equivalent qualification.
• Experience in healthcare administration, customer service, contact centre operations, or frontline patient services will be an advantage.
• Comfortable working with IT systems, call centre platforms, and administrative applications.
• Familiarity with healthcare workflows and patient service operations is preferred.

Professional Skills & Attributes

• Strong communication and interpersonal skills with the ability to communicate confidently and professionally with patients, caregivers, and healthcare staff.
• Service-oriented with empathy, professionalism, and a patient-centred mindset.
• Able to remain calm and effective in fast-paced or emotionally challenging situations.
• Strong teamwork and collaboration skills, with the ability to support multidisciplinary teams.
• Good organisational skills and attention to detail.
• Responsible, accountable, and committed to maintaining confidentiality and data protection standards.
• Able to work independently while contributing effectively as part of a team.
• Proficient in at least two languages, including English. Proficiency in dialects is an advantage.
• Demonstrates willingness to learn, adapt, and take on new responsibilities.

Working Hours

• Monday to Thursday: 8:00am – 5:00pm
• Friday: 8:00am – 4:45pm
• Alternate Saturday: 8am - 12.30pm

Why This Role?

This role offers a unique opportunity to support both tele-triage services and Emergency Department operations in a fast-paced healthcare environment. You will contribute directly to improving patient access to care, coordinating services across the healthcare ecosystem, and enhancing the overall patient experience.

By bringing your service excellence, adaptability, and commitment to patient-centred care, you will play an important role in supporting NurseFirst’s mission of delivering timely guidance and helping patients navigate the healthcare system with confidence.