Job Description:

The Patient Service Associate (PSA) is responsible for assisting the Bed Management Unit (BMU) and Emergency Services (ES) with administrative, clerical and logistical duties. This includes, but is not limited to, providing efficient counter services such as registration, appointment making, cash collection, financial counselling and admission etc., as well as backend operations such as bed assignment and allocation, and report generation.

Job Responsibilities:

SPECIFIC (80%)

Assure commitment to continuity of patient care through regular attendance, being reliable and reports to work on time and ready to work at the start of the shift
Provide proper notification and advance notice for sick leave and absence from work
Accept reassignment to another clinic when required
Willing to adjust schedule and/or work different hours to help other colleagues in times of need

Provide efficient counter services
Ensure tidiness and cleanliness of the counter and be ready to serve
Greet and attend to patients and visitors promptly and politely
Attend phone calls promptly and politely, and take down messages/ enquiries from callers and direct to relevant officers for necessary action

Register patients promptly and accurately in the system
Orientate patients on the services and facilities available in ES and provide clear instructions and directions, if necessary
Handle difficult requests and undertake steps in service recovery
Provide proactive financial counselling for all admissions, upgrading cases etc

Schedule patients appointments as ordered by the doctors and ensure that the appointments are evenly spread out according to the doctors calendars
Check and ensure proper handling of daily cheques and cash collections. Hand over all monies collected to Supervisor at the end of the shift.
Report to Supervisor and investigate any discrepancies over all monies/ cheques collected promptly.
Perform bed assignment and bed allocation effectively
Coordinate bed assignments and allocation based on patient needs, acuity levels and specialised care requirements. Work closely with inpatient nursing teams to facilitate timely admissions and transfers

Foster strong relationships with nursing teams and other stakeholders to resolve bed assignment challenges effectively
Increase knowledge through continuing education and keep pace with practices and Information Technology (IT)
Demonstrate computer literacy and competencies in all IT applications within the scope of practice
Ensure accurate keying of data, order entries and charge codes
Assist with statistics collation and ensure department achieves Key Performance Indicators
Assist with report generation for update to stakeholders
Organise, sort and arrange medical records according to guidelines
Request for medical records through the Medical Records Management System (MRMS)
Retrieve and arrange medical records to allow smooth flow between the counter and the consultation rooms as and when necessary
Accurately file laboratory and other reports into the patients medical records after these have been noted by the doctor, as and when necessary
Ensure prompt check-out of medical records in MRMS before despatch to Medical Record Office for filing
Arrange appointments or referrals to other department/ hospitals/ stepdown care for continuity of care
Assist with the scheduling of patients appointments and communicate with patients and next of kin of the availability of appointments
Ensure the necessary documentation or referral memos required are prepared for patients
Communicate and highlight to the various hospitals/ patients/ next of kin for follow-up care
Assist in orientation and supervision of junior staff
Assist in the orientation of new PSA and precept new PSA with counter duties
Participate in performance improvement activities and career development through in-service education and on-the-job training
Participate in quality improvement projects
Participate in workgroups and committees as assigned
Attend and achieve 40 hours of approved training per year
Perform general clerical duties
Assist the Supervisor in preparing the PSAs roster
Perform secretariat duties such as managing and planning the weekly clinical advisor roster, and coordinating and arranging regular meetings with various stakeholders
Provide operational and logistical support for the department, such as the purchasing and maintenance of office inventory
GENERAL (20%)

Assist in the implementation and compliance to hospital policies by self and members of the team
Assist staff nurses in defaulter management by tracking, scheduling appointments, contacting and informing patients of the appointment
Assist in interpretation/ chaperoning when the need arises and prepare patient physically and mentally for any procedure and treatment
Exercise economy and care in the use of supplies to maximize utilization of resources

Demonstrate awareness of policies and procedures and ensure that actions are consistent to infection control standards
Promote and maintain healthy interpersonal relationships within the team, with other staff and the public
Be responsible for exercising maximum care, good judgment and attitude in preventing Environment, Health & Safety (EHS) practices
Perform venepuncture and nursing procedures as required (only for trained staff)
Carry out any other duties as assigned by Supervisor to ensure an efficient and effective service to the patients and public

Requirements:

Competency

Service-oriented, confident and have a passion for helping others
Strong interpersonal, communication and negotiation skills
Strong logical and problem-solving skills, with effective decision-making under pressure
Exhibit positive service delivery and teamwork
Educational and Professional Requirements

Diploma holder/ GCE O Level
Minimum 1 year of working experience, preferably in healthcare

Fluent in English and/ or Mandarin, Malay, or common dialect
Proficient in Microsoft Office applications
Able to commit to 3 rotating shifts (7am to 2.45pm / 1.45pm to 9.30pm / 9pm to 7.30am (next day) ) Long shift (7am to 7pm / 9am to 9pm)

Patient Service Associate Executive / Patient Service Associate (Admitting Office)

Patient Service Associate Executive