Senior / Staff Nurse, NurseFirst (Contract till 31 Aug 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 provides timely, safe, and evidence‑based clinical telephone triage and nursing advice to residents in the community. You will play a critical role in assessing callers with acute and non‑acute medical concerns and directing them to appropriate care settings.

This role supports early intervention, improves access to care, enhances patient experience, and ensures safe clinical decision‑making outside hospital walls. Senior Staff Nurses additionally contribute by guiding junior nurses, strengthening service quality, and supporting continuous improvement of tele‑triage services.

What You Will Drive

Clinical Telephone Triage & Management of Care

• Identify key reasons for telephone encounters and direct callers to appropriate care sites for clinical assessment or to relevant call centres for non‑clinical enquiries.
• Systematically collect and assess relevant medical history and patient information to determine presenting complaints through structured telephone assessment.
• Apply clinical reasoning, critical thinking, and clinical decision support systems to identify risks, prioritise urgency, and determine the appropriate disposition of care in accordance with established protocols and escalation pathways.
• Provide clear, accurate, and evidence‑based clinical advice and first‑aid guidance to callers.
• Ensure all calls are attended to, documented, and followed up in a timely manner according to service standards.
• Facilitate seamless transfer of clinical information between NurseFirst and receiving care providers.

Professional, Legal & Ethical Nursing Practice

• Document nursing assessments and care processes objectively, accurately, and promptly in relevant IT systems.
• Communicate critical clinical situations effectively using SBAR or other structured communication tools.
• Participate in audits, service monitoring, and continuous improvement of NurseFirst service delivery.
• Uphold patient rights, privacy, confidentiality, and ethical nursing practice at all times.

Nursing & Service Management

• Adhere to hospital and departmental guidelines, standards, and safety principles, reporting any clinical incidents appropriately.
• Demonstrate professional telephone etiquette to ensure a positive caller experience.
• Optimise use of resources and equipment, minimising wastage.
• Contribute to unit and hospital initiatives related to quality, risk management, and productivity improvement.

Leadership, Mentorship & Development (for Senior Staff Nurse II)

• Provide guidance, supervision, and mentorship to junior nurses in clinical triage decision‑making and professional practice.
• Role‑model best practices in clinical judgement, communication, documentation, and professionalism.
• Support collaboration with multidisciplinary teams and external healthcare providers.
• Participate in identifying gaps in practice and contributing to improvements in protocols, workflows, and service delivery.
• Lead or support in‑service education, professional development activities, and department‑level improvement initiatives.

Professional Development

• Participate actively in continuing nursing education to maintain and enhance clinical competency.
• Achieve required Continuing Nursing Education (CNE) hours and points.
• Senior nurses are expected to take an active role in professional development leadership and capability‑building activities.

What You Bring

Education & Training

• Diploma in Nursing from a recognised institution approved by the Singapore Nursing Board.
• Preferably completed an Advanced Diploma and/or a recognised Degree in Nursing from a recognised institution approved by the Singapore Nursing Board for Senior Staff Nurse.
• BCLS + AED certification.
• Completion of a recognised Telephone Triage course.

Experience

• Preferably with experience in emergency or acute care settings.
• Preferably 2–5 years of emergency department triage experience.
• Preferably 1–2 years of experience handling multiple communication channels (voice, email, video, chat).
• Demonstrated ability to support and guide junior nurses.

Professional License

• Valid Registered Nurse practicing license with the Singapore Nursing Board.

Professional Skills & Attributes

• Strong clinical judgement, problem‑solving skills, and ability to manage urgent or complex caller situations.
• Good interpersonal and communication skills; effective telephone communication.
• Team‑oriented, with ability to work independently when required.
• Competent in managing multiple IT systems and digital platforms.
• Calm, resilient, and professional under pressure.
• Multilingual language proficiency will be an advantage.

Why This Role?

This role offers a unique opportunity to practice nursing in an innovative pre‑hospital care model that makes a real impact on patient safety and access to care. As part of the NurseFirst team, you will help patients navigate care safely and confidently while contributing to a forward‑looking approach to nursing practice.

By bringing your clinical expertise, professionalism, and commitment to excellence, you will be part of a supportive team that values learning, mentorship, and service quality—helping to shape the future of tele‑triage nursing at Woodlands Hospital.