Job Description

Job Purpose * To ensure timely updates are provided by EMD staff to patients\' relatives

• To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care
• Adhere to policies and procedures of hospital services

Primary Responsibilities and Duties (80%) * Provide updates on patient\'s condition to patient\'s relatives eg. Doctor has ordered X-ray, waiting for blood tests results, waiting for available bed for admission...

• Document details of every update in ED Web
• Remind doctor or nurse to update patient\'s relatives
• Look out for patients and/or patients\' relatives who require assistance
• Assist patients and/or patients\' relatives with enquiries
• Resolve any PR problems
• Registration of patients presenting at Emergency Department
• Admitting of inpatients
• Discharge of Emergency patients
• Collecting payment for A&E facility feeds and deposit for inpatients
• Financial Counselling process for inpatients
• Handling of general enquiries (over counter & phone)
• Ensure customer service standards are up kept at all times
• Sorting of E-cards in preparation for dispatch to MRO daily

2. Handling of General Enquiries through EMD hotline - Apply telephone standards when handling phone enquiries * Minimize number of dropped calls

• Follow through enquiries till case is closed
• Track number and type of calls coming in

• SOC Appointment Booking
• Perform accurate Appt Booking in SAP or liase with Central Appointment Line / Specialist Outpatient Clinics for appointment
• Perform faxing of appointment request and filling in of appointment request for appointments not available in SAP
• Follow through for all appointment requests required by EMD by next working day
• Tracking of appointments requested and booked in EMD

Secondary Responsibilities and Duties (20%)

• I. Driving of Ambulance - to be deployed in times of emergency
• II. Buddy and train newly joined PROs
• III. Ensure the Family Counselling Room is neat & tidy
• IV. Additional responsibilities as assigned by Operations Director/Manager/Executive
• V. Keep inventory of supplies and inform Administrative Assistant for replenishment
• VI. Make appointments for patients discharged from Emergency
• Offer helping hand to Patients in need in the waiting area

Job Specification/Requirements

• At least GCE \'N\'/\'O\' level education
• Possess Class 3 or 4 License
• Practical Knowledge of hospital operations is an added advantage
• Proficiency in computer skills (MS Office)
• Possess good interpersonal and communication skills
• Display compassion, a positive and caring attitude towards patients, internal and external clients
• Willing to work 3 rotating shifts

National University Health System