Senior PSA / Patient Service Associate Executive (ED), 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 supporting residents with urgent medical enquiries and directing them to the most appropriate care options. As a Senior PSA / Patient Service Associate Executive, you play a key role in ensuring seamless care coordination by supporting patient follow-up, appointment scheduling, service referrals, and operational administration.

In addition to supporting NurseFirst operations, you will provide administrative and operational support to the Emergency Department (ED), helping patients navigate their care journey while ensuring efficient service delivery. Your contributions help improve access to care, strengthen care transitions, and enhance patient experience across both tele-triage and hospital settings.

What You Will Drive

1. NurseFirst Patient Coordination & Follow-Up

• Manage appointment bookings for callers through systems such as the Health Appointment System (HAS) and Public Healthcare Institution appointment platforms.
• Coordinate post-call SMS follow-up and support referrals to Flow Navigator Centres (FNCs) and AIC Care Posts.
• Ensure smooth handover of patients to appropriate healthcare and community services.
• Handle non-complex patient and caregiver enquiries professionally, providing service recovery where appropriate and escalating complex issues to the NurseFirst nurse-in-charge or executive.
• Ensure patient information is handled in accordance with PDPA and hospital confidentiality requirements.

2. NurseFirst Operations & Administrative Support

• Support the maintenance and updating of service directories, including GP clinics, urgent care centres, telehealth providers, Care Posts, and non-emergency transport services.
• Ensure service changes, such as operating hours, closures, and public holiday arrangements, are communicated to the triage team promptly.
• Support consolidation of operational statistics and administrative reporting.
• Work closely with NurseFirst Executives, Call Centre staff, and nurses to ensure smooth day-to-day operations.

3. Emergency Department Services Support

• Perform patient registration, verification, and maintenance of patient records within hospital information systems.
• Support admission, transfer, and discharge processes.
• Handle billing, payment collection, financial counselling, and patient reclassification according to hospital policies.
• Support ED operational readiness, including counter management, forms, equipment preparedness, and contingency procedures.
• Assist with patient screening, infection control workflows, PPE observation, fall prevention identification, and patient navigation support.
• Provide pre-procedure, pre-admission, and financial counselling information where required.

4. Customer Service, Contact Centre & Operational Excellence

• Handle customer enquiries, appointment bookings, and service referrals across multiple communication channels and systems.
• Guide callers to appropriate healthcare resources, including GP clinics, urgent care services, ED services, and community care providers.
• Log and coordinate resolution of IT issues and system downtime incidents.
• Handle service recovery efforts and escalate complaints, feedback, and operational issues appropriately.
• Support equipment readiness, downtime procedures, and business continuity operations.
• Maintain strict adherence to service standards, SOPs, safety requirements, and confidentiality policies.

5. Team Support & Development

• Support departmental activities and projects as assigned.
• Assist with on-the-job training and guidance for new Patient Service Associates.
• Support supervisors in handling escalated enquiries and service recovery situations.
• Contribute to service improvement initiatives and recommend enhancements to operational workflows.
• Perform any other duties assigned by supervisors in support of departmental and organisational goals.

What You Bring

Education & Experience

• At least GCE ‘N’ Level, GCE ‘O’ Level, Professional Certificate, NITEC, Higher NITEC, Diploma, or equivalent qualification.
• Comfortable with administrative work and IT systems, including call centre and hospital platforms.
• Experience in healthcare administration, customer service, contact centre operations, or patient service environments will be an advantage.
• Able to work effectively in a fast-paced environment.

Professional Skills & Attributes

Communication Skills

• Communicates clearly and confidently with callers, patients, caregivers, and healthcare staff.
• Escalates issues appropriately and in a timely manner.
• Maintains accurate documentation and concise handovers.

Service Orientation

• Demonstrates empathy, professionalism, and courtesy when interacting with patients and caregivers.
• Maintains composure and professionalism in fast-paced or emotionally challenging situations.
• Upholds high service standards and patient confidentiality.

Teamwork & Collaboration

• Works effectively as part of a multidisciplinary team.
• Supports colleagues during peak periods and shift transitions.
• Responds positively to feedback and guidance from supervisors and team leaders.

Accountability & Professionalism

• Takes ownership of assigned responsibilities and follows through on tasks.
• Maintains punctuality, attendance, and professional conduct.
• Complies with workplace safety, infection control, and data protection requirements.

Learning & Development

• Demonstrates willingness to learn and adapt to new systems, processes, and technologies.
• Participates actively in training, briefings, and competency assessments.
• Demonstrates readiness to grow into senior operational or team leadership responsibilities.

Additional Requirements

• Ability to speak at least two languages, including English. Proficiency in dialects will be an advantage.
• Service-oriented, adaptable, and team-focused.

Working Hours

• 12-hour rotating shifts
• Day Shift: 7.30am – 7.30pm
• Night Shift: 7.30pm – 7.30am
• Includes weekends and public holidays according to roster requirements.

Why This Role?

This role offers an opportunity to be part of an innovative healthcare service that bridges community care, tele-triage, and acute hospital services. Your work will directly support patients in accessing timely care, navigating healthcare services, and receiving appropriate follow-up support.

By bringing your customer service skills, adaptability, and commitment to patient-centred care, you will contribute to improving healthcare accessibility, enhancing patient experiences, and supporting Woodlands Hospital's vision of delivering seamless and integrated care.