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 BookingPerform 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. Buddy and train newly joined PROs
• II. Ensure the Family Counselling Room is neat & tidy
• III. Additional responsibilities as assigned by Operations Director/Manager/Executive
• IV. Keep inventory of supplies and inform Administrative Assistant for replenishment
• V. Make appointments for patients discharged from Emergency

• Offer helping hand to Patients in need in the waiting area