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
1. Admitting of inpatients
2. Discharge of Emergency patients
3. Collecting payment for A&E facility feeds and deposit for inpatients
4. Financial Counselling process for inpatients
5. Handling of general enquiries (over counter & phone)
6. Ensure customer service standards are up kept at all times
7. Sorting of E-cards in preparation for dispatch to MRO daily
- 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%)
- Buddy and train newly joined PROs
- Ensure the Family Counselling Room is neat & tidy
- Additional responsibilities as assigned by Operations Director/Manager/Executive
- Keep inventory of supplies and inform Administrative Assistant for replenishment
- Make appointments for patients discharged from Emergency
- Offer helping hand to Patients in need in the waiting area
