Total 3 front desk officer job vacancies in Others category in Singapore

STATEMENT OF PURPOSE

The Aftercare Case Manager will support the KTPH PsyMed team by providing comprehensive support and guidance to clients with psychiatric disorders during their transition from hospital setting to community-based services.

• Practicing case management in line with the established inclusion/exclusion criteria.
• Co-developing clinical pathways, workflows, escalation protocols, and patient stratification with input from multidisciplinary teams.
• Applying clinical expertise and resource knowledge to identify and refer patients to appropriate support services.
• Ensuring effective information flow among stakeholders, serving as a point of contact between KTPH and community partners.
• Facilitating regular case discussions with stakeholders to co-create solutions with the aim of achieving optimal patient outcomes.

Case Management

• Screen and identify suitable patients for enrollment into the Aftercare program based on established criteria.
• Collaborate closely with patients to assess needs and preferences for aftercare, ensuring active involvement in care planning.
• Provide psychoeducation and support to patients and families regarding treatment options and community resources.
• Serve as a point of contact for consulting physicians regarding patient concerns or updates.
• Review care plans (including medication management and therapy referrals) to ensure transitional support. Monitor follow-up appointments to ensure continuity of care and address barriers to attendance, if any.
• Cultivate strong partnerships among stakeholders and harness their collective resources and expertise to address patients’ complex needs and facilitate comprehensive support services for transitioning patients.
• Guide patients’ seamless reintegration into the community by coordinating tailored care plans and facilitating access to stability and recovery services.
• Foster proactive collaboration with multidisciplinary teams and stakeholders to ensure effective patient care across healthcare settings, promoting long-term recovery and well-being.
• Conduct home visits and interact with patients’ family members/caregivers when needed.
• Empower patients to manage their mental health effectively and make informed decisions about their care.
• Participate in discussions and case conferences with community partners to share knowledge and best practices.

Data Management and Administrative Duties

• Maintain accurate and confidential records of assessments and screenings for patients in electronic health record systems (EPIC), ensuring completeness and compliance with privacy regulations.
• Utilize data management tools to analyze trends and patterns in patient outcomes and program effectiveness.
• Generate reports to communicate findings and guide quality improvement initiatives.
• Conduct regular audits to ensure data integrity and compliance with regulatory standards.
• Oversee intake and assignment of referrals from hospital clinicians to the Aftercare program.
• Coordinate with community partners to streamline the referral process and ensure smooth transitions for patients.
• Schedule and organize meetings, conferences, and case discussions.
• Ensure timely communication and collaboration among participants.

JOB REQUIREMENTS

• Knowledge – Mental Health, Behavior science, suicide assessment and intervention, case management principles, familiarity with professional and technical emerging knowledge, community resources and governmental policies that impact the patients and basic counselling techniques.

1. Skills – good interpersonal communication, advocacy, problem solving and administrative duties.
2. Communication skills: to be able to communicate effectively and listen actively. Case managers must also be aware of nonverbal communication cues and be able to read nonverbal cues with patients.
3. Interviewing skills: to be able to evaluate the patients’ needs. Case managers need to be able to formulate questions, record client information and answer patients or family members’ questions promptly.
4. Teaching skills: to be able to help patients develop skills and knowledge to improve their life situation. Case managers need to help patients develop social skills, regain independence, identify and build coping strategies etc.
5. Advocacy Skills: case managers have to engage in advocacy on behalf of their patient. Case managers may attempt to resolve conflicts between patients and services providers and work towards protecting the best interests of the patients.
6. Organisational skills: Case managers have to be adept at planning and organisation to ensure service delivery to their patients in a timely manner.
7. Aptitude for teamwork and ability to work well with diverse groups, from other professionals to patients’ family members. Case managers don’t work alone to help their patients improve their quality of life. Instead they help patient achieve their goals as part of a much larger team.

Personal characteristics

1. Desire to help others: case managers must have a strong desire to help others or the negative aspects of the job can quickly lead to burnout.
2. Patience – case managers have to deal with a lot of red tape in the course of programs/ service implementation and in supporting patients.
3. Empathy: to be able to identify with the struggles patients are having.

Education and Experience

• Degree or equivalent experience – Degree in Psychology, Counselling, or NursingYears of Experience: 3-4 years in a mental health, either in community or healthcare environment.

Background
Responsible in supporting Tele-health & Integration Network (THINK Centre– a central healthcare information and support hub that empowers residents, patients and caregivers to achieve better health by connecting, integrating and coordinating care for the north of Singapore.

Job Scope
Care Coordination & Case Management

• Perform care co-ordination for patients across the continuum of care from Yishun Health care facilities and into the community
• Perform assessment of patients’ needs, including functional and psycho-social needs, according to templates and help to link up with various resources and community services, based on patient’s care plans
• Provide post-hospital discharge follow up calls to patients, according to protocols, to ensure resolution of their symptoms, optimisation of care and caregiver competency
• Handle customer enquiry or concern, by referring to call centre policies and procedures which are aligned with organizational standards, so complete, timely and accurate responses shall be provided

Engaged, Informed Residents and Carers

• Provide education on chronic disease management and how to maintain healthy lifestyle. Then assess the ability of patient to manage own chronic conditions, guided by protocols
• Promote and encourage residents to participate in health and wellness programs that are available in their respective zones eg: Health screenings and community service partners

Requirement

• Prefably at least a Diploma holder.
  Able to communicate effectively to incoming calls and enquiry
• Proficient in Computer navigation and administrative skills
• Able to perform 2 rotating shifts, included weekend & Public Holiday

STATEMENT OF PURPOSE

Works with relevant clinical departments to provide assessment and intervention in management for patients care

MAJOR DUTIES AND RESPONSIBILITIES

Specific (100%)

A. Casework

1. Interview/counsel and conduct biopsychosocial and financial assessment of the patient/ resident and recommend intervention plans to the multi-disciplinary team to establish holistic and personalized care plans
2. Participate and present case in multi-disciplinary team/ multi-agency case discussion to formulate common care goals
3. Coordinate with service providers to ensure patients and families receive timely care support after discharge and make post discharge follow-up call to patients/ families when appropriate
4. Provide information and put up application on services/schemes and financial assistance for example, Medifund, Medication Assistance Fund and Remission etc. Make applications for external funding
5. To escalate and handover case management to MSW timely when identify suicide/ family violence/ addiction/ abuse case related
6. Make home visits for care assessment when necessary.
7. Timely documentation of patient's biodata, interviews, telephone calls, payments, and field visits for records
8. Provide and reinforce education, information on patient’s condition if required.

B. Group Work

1. Assist in planning, co-facilitating, monitoring, and evaluating of group work
2. Target and reach out to individuals and/ or groups who may benefit from group work

C. Training and Education

1. Participate in quality improvement projects

D. Programme Development and Implementation

1. Participate in hospital committee and/ or work with community partners/ external agencies to improve the quality of care and services to patients/ residents
2. Assist in the review and implementation of programmes for targeted group of patients/ residents

E. Research

1. Participate and support research data collection/design/analysis
2. Assist to develop abstracts/posters/oral presentations

F. Others

1. Advocate for the protection of patient’s dignity, confidentiality, and rights
2. Actively involved in hospital and department’s initiatives
3. Embrace continuous improvements as our way of life by improving and refining work performance daily. Participate in Kaizen projects.
4. Be a CARE team member in times of civil emergency or mass casualty
5. Any other duties as assigned by Supervisor/ HOD

JOB REQUIREMENTS

(A) Education, Training and Experience

1. Must have attained professional qualifications either in nursing, medicine, or para clinical disciplines
2. Must have prior job experience in either nursing, medicine, or para-clinical disciplines that commensurate with the job
3. Must have at least 5 years working experience in patient related care

ABNORMAL PHYSICAL WORKING CONDITION

1. Health risk of being exposed to infectious diseases
2. May be exposed to patients and visitors with varied mental health states and may have personality issues