Job Description

Job PurposeTo ensure timely updates are provided by EMD staff to patients' relativesTo ensure that functions and responsibilities assigned are efficiently performed to provide effective patient careAdhere to policies and procedures of hospital servicesPrimary 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 admissionDocument details of every update in ED WebRemind doctor or nurse to update patient's relativesLook out for patients and/or patients' relatives who require assistanceAssist patients and/or patients' relatives with enquiriesResolve any PR problemsRegistration of patients presenting at Emergency DepartmentAdmitting of inpatientsDischarge of Emergency patientsCollecting payment for A&E facility feeds and deposit for inpatientsFinancial Counselling process for inpatientsHandling of general enquiries (over counter & phone)Ensure customer service standards are up kept at all timesSorting of E-cards in preparation for dispatch to MRO daily2. Handling of General Enquiries through EMD hotline - Apply telephone standards when handling phone enquiries Minimize number of dropped callsFollow through enquiries till case is closedTrack 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 appointmentPerform faxing of appointment request and filling in of appointment request for appointments not available in SAPFollow through for all appointment requests required by EMD by next working dayTracking of appointments requested and booked in EMDSecondary 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
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