Job Description

To provide and implement patient services in the area of doctor consultation, patient appointments, registration, consultation, billing and payment for Outpatient visits in the Specialist Outpatient setting.
Appointment Scheduling

• Schedule follow-up appointments for patients
• Coordinate multiple and external appointments
• 100% accuracy in appointment booking

Lobby Service

• To greet and help our patients when they arrive
• To assist those who need help e.g. for directions, access to wheelchair, etc.
• Prompt in respond to patients who need assistance at all times.

Payment collection

• Assist patients in settling of payment.
• Assist to process medisave account for CDMP cases.
• Assist to process cashless payment eg ZOOM
• Perform break cash and ensure clinic float tally at all times.
• To reconcile all transactions for the day and assist in Cashier closing and Supervisor handover confirmation in the absence of the Supervisor.
• 100% accuracy in payment collection
• 100% accuracy in handling cancellation & refund

Counter and Reception Service

• Before start of each clinic session, check that equipment such as sticky labels, machines, queue ticket, printers, etc. are in working order and that it has sufficient consumables for use.
• Assist patients with registration.
• Assist and educate patient to use self-registration kiosk
• Handle enquiries face to face and via phone, etc
• Frontline scanning of referral letters
• Prepare dividers and ‘thin’ casenote folders
• Assist to process medical reports request.
• Ensure clinic overall cleanliness and adhere to 5S housekeeping standards and care of equipment.
• Ensure TVs are always switched to the right programmes at an appropriate volume.
• Replace newspapers daily and top-up magazines
• Ensure wheelchairs are parked in their designated areas.
• Maintain confidentiality of patients’ information
• 100% accuracy in data entry for registration
• Able to process patient merge request accurately
• PSS score >90%
• To achieve at least 1 compliment per month
• Passed all 5S audit for counter and wait area.

Assist in Doctor consultation

• Prepare consult rooms and check room inventory eg stationery, forms, etc
• Assist doctor and chaperone in the performance of treatment and examination of patients
• Prepare patient for physical examination or minor procedures to be done by doctor
• Perform patient care services such as taking of height and weight
• Assist in applying eye drops on patient with doctor’s supervision (eye clinic only).
• Convey clearly and accurately post-consultation instructions to patients as instructed by the service provider
• Process inter-hospital loan of medical records.
• Keep patients informed of the estimated waiting time.
• Maintained 100% patient confidentiality
• Able to assist independently in doctor consultation
• Able to process inter-hospital loan request accurately

General

• To actively participate in process improvement projects to streamline workflow and enhance productivity e.g. Kaizen, WOW initiatives, etc.
• To participate in corporate events, whenever necessary, e.g. Outreach programmes etc.
• To support Emergency Planning activities e.g. Civil Emergency, Pandemic Outbreak etc.
• To undertake any assignments or projects when assigned by the Executive/ Manager.
• Complete at least 1 kaizen or service initiative per year

Requirements

• Minimum GCE O Level
• Preferably 1-year experience in customer-related / front desk service
• Entry level candidates are welcome to apply
• Working knowledge on computers
• Good interpersonal and communication skills, able to work with all levels of staff
• Strong organizational skills
• Strong passion to serve the patients
• Successful candidates will be offered a 1 year contract