Senior PSA / Patient Service Associate Executive (CC), NurseFirst

What you'll do

• Book appointments for callers using the Health Appointment System and other healthcare appointment platforms
• Coordinate post-call follow-up such as SMS outreach and referrals to Flow Navigator Centres and AIC Care Posts
• Hand patients over smoothly to the right care providers and community resources
• Handle routine patient and caregiver enquiries, provide service recovery and escalate complex cases
• Handle patient information in line with PDPA and hospital confidentiality rules
• Keep a current directory of healthcare services including GP clinics, urgent care centres, telehealth providers, community services and non-emergency transport providers
• Track service updates such as operating hours, public holiday changes and closures, and inform the triage team
• Help consolidate operational statistics and service performance data
• Carry out administrative and operational tasks supporting NurseFirst services
• Register patients, verify details and manage patient records in hospital information systems
• Support admissions, transfers and discharge processes
• Handle billing, payment collection, financial counselling and ward class reclassification per hospital policy
• Keep counters, forms and equipment operationally ready and support downtime and contingency procedures
• Support patient screening, infection control pathways, patient navigation and basic administrative clinical support
• Give patients and caregivers pre-procedure, pre-admission and financial counselling information
• Handle enquiries, appointment bookings and service referrals across multiple channels using transactional and CRM systems
• Make outbound calls for appointment reminders and follow-up
• Guide callers to suitable healthcare resources based on their needs and local care pathways
• Manage service recovery and escalate operational, clinical or technical concerns
• Support emergency staff activations, maintain staff contact databases and relay critical information to internal teams
• Meet service standards, policies and procedures while spotting chances to improve service
• Support departmental duties, projects and operational initiatives
• Conduct on-the-job training and guide new and junior Patient Service Associates
• Help supervisors manage escalated calls, emails and service recovery situations
• Gather triage-related information across communication channels to support care pathway recommendations
• Support downtime procedures, contingency plans and equipment readiness
• Take on other duties assigned by supervisor