Executive, Patient Service Centre - Healthcare
Full-time
Senior Executive
2 weeks ago
Great Career Exposure
Good working environment
Good Remuneration Package
As an Executive, Patient Service Centre , you will be responsible for..
- Great Career Exposure
- Good working environment
- Good Remuneration Package
As an Executive, Patient Service Centre , you will be responsible for the following duties:
Processes & Workflows
- Assist in reviewing and updating workflows, standard operating procedures, work instructions, and business continuity plans (BCP) to ensure efficient service delivery and a superior patient experience.
- Help review and update workflow scenarios, drills, and resource planning for daily operations.
Systems
- Serve as a credentialed trainer for the NGEMR system.
- Train new employees on the proper use of the NGEMR system, ensuring compliance with WH PDPA policies.
- Review and update user access matrices to ensure all users have appropriate and valid access for their roles.
- Support and implement change management for work processes related to NGEMR.
Patient Care / Relations
- Identify and assist in resolving patient service issues faced by Patient Service Associates (PSAs).
- Manage crowds and coordinate manpower, if necessary, working with the Supervisor to address daily operational needs.
- Regularly "walk the ground" to ensure consistent high-level service is maintained.
- Serve as the primary contact for escalated feedback and complaints, providing resolutions and improving work processes and operational efficiency where needed.
- Demonstrate excellent interpersonal skills when interacting with both patients and staff.
- Draft and update workflows, work instructions, and policies to ensure they remain current and relevant.
VIP Management
- Represent WH during VIP visits.
- Greet VIPs and ensure they receive a warm welcome at WH.
- Provide VIPs with complimentary parking vouchers.
- Coordinate with the receiving department to monitor the VIP patient journey.
- Create team chats for logistics planning when multiple departments are involved.
Operational
- Assist the Supervisor in coordinating and planning operations, managing manpower and resources to ensure cost-efficiency and effective management.
- Oversee rosters, administrative tasks, continuous improvement programs for counter services, and staff training.
- Ensure appropriate deployment of staff.
- Supervise the operation of reception areas during business hours.
- Ensure all counters comply with 5S housekeeping standards.
- Oversee the discipline, conduct, and grooming of PSAs.
- Supervise the training of new staff and the career development of existing staff.
- Provide ongoing training for both new and current staff on frontline services.
- Conduct orientation and induction programs for new employees.
- Perform daily supervisor handover confirmations and take responsibility for counter collections. Ensure payments are reconciled and submitted on time.
- Lead department roll calls and in-service training sessions for all PSAs.
- Conduct relevant audits related to PSAs’ duties.
- Ensure PSAs adhere to PDPA standards.
- Support the Supervisor in submitting and approving monthly shift claims and ensure staff claims, leave, and medical certificates are accurately recorded.
- Assist in reporting and analyzing the department’s key performance indicators.
- Collect and analyze data for monthly reports.
- Serve as a certified mask fitting trainer, conducting decentralized mask fittings for new staff.
General
- Participate in process improvement initiatives and help streamline workflows.
- Regularly maintain and organize departmental files and documents, ensuring both electronic and paper records are complete.
- Participate in procurement activities as assigned.
- Undertake additional duties or tasks as assigned.
Requirements:
- Degree in any discipline from a recognized institution with more than 2 years of relevant experience in patient service centre operation, customer service preferably in healthcare &/or hospitality.
- Ability to create and maintain collaborative work relationship
- Strong key stakeholder management and vendor management
- Experience in a supervisory role is necessary and important
- Knowledge of hospital operations would be preferred
- Credential trainer for NGEMR
To apply, simply click on the ‘’apply’’ button in the job advertisement or alternatively, you can send in your resume via email.
Email Address: [email protected]
We regret to inform that only shortlisted candidates will be notified.
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