Description of Job Role:
A Patient Service Senior Executive is responsible for providing frontline services in areas such as scheduling of appointments, payment collection, liaising with patients and caregivers, and providing advice on invoicing matters. H/She may provide support to clinicians by preparing treatment rooms. H/She is required to perform department operations such as administration of clinic’s appointment resources and slots management. H/She assists in on-the-job training for new patient service associate staff and participates in quality improvement projects and initiatives.
H/She may work in various clinic locations when the needs arise.
H/She should be organised and responsive. She should possess effective communication and interpersonal skills.
Roles and Responsibilities:
Provide front-desk services:
· Manage and respond to enquiries
· Liaise with patients and other stakeholders to provide services to patients
· Schedule appointments for patients
· Perform registration and necessary discharge procedures for patients
· Provide advice on invoicing matters to patients and Perform payment collection procedures
· Identify situations where patients require additional attention
· Perform service recovery
· Promote use of automated or self-help services, e.g. Patients Satisfaction surveys in-clinic
Support clinic operations:
· Prepare treatment rooms.
· Manage inventories of clinical and non-clinical items
· Conduct training of staff
· Generate reports
Perform quality management:
· Participate in quality improvement initiatives and projects
· Participate in the execution of designated emergency response tasks
