ContractHealthcare & care· Posted 17 Sept

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

NHG HealthFrom company site

Salary

Not stated by the company

When

12-hour rotating shifts: Day 7.30am–7.30pm, Night 7.30pm–7.30am, including weekends and public holidays per roster

Where

Woodlands

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

This role supports NurseFirst, a tele-triage service that helps residents with urgent medical questions and guides them to suitable care, while also providing administrative support to the Emergency Department. You will be part of a team handling patient follow-up, appointments, referrals and front-line service, working closely with nurses, call centre staff and executives. It suits someone with administrative or customer service background who is comfortable with IT systems and shift work in a hospital setting.

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What you'll do

Book appointments for callers using systems such as the Health Appointment System and public healthcare appointment platforms
Coordinate post-call SMS follow-up and referrals to Flow Navigator Centres and AIC Care Posts
Ensure smooth handover of patients to healthcare and community services
Handle non-complex enquiries from patients and caregivers, provide service recovery and escalate complex cases
Handle patient information according to PDPA and hospital confidentiality rules
Maintain and update service directories covering GP clinics, urgent care centres, telehealth providers, Care Posts and non-emergency transport
Communicate service changes such as operating hours, closures and public holiday arrangements to the triage team
Consolidate operational statistics and administrative reports
Work with NurseFirst Executives, Call Centre staff and nurses on daily operations
Perform patient registration, verification and record maintenance in hospital systems
Support admission, transfer and discharge processes
Handle billing, payment collection, financial counselling and patient reclassification
Support ED operational readiness including counter management, forms, equipment and contingency procedures
Assist with patient screening, infection control workflows, PPE observation, fall prevention and patient navigation
Provide pre-procedure, pre-admission and financial counselling information
Handle enquiries, appointment bookings and referrals across multiple channels and systems
Guide callers to GP clinics, urgent care, ED services and community care providers
Log and coordinate resolution of IT issues and system downtime
Handle service recovery and escalate complaints, feedback and operational issues
Support equipment readiness, downtime procedures and business continuity
Follow service standards, SOPs, safety and confidentiality policies
Support departmental activities and projects
Assist with on-the-job training and guidance for new Patient Service Associates
Support supervisors with escalated enquiries and service recovery
Contribute to service improvement and recommend workflow enhancements
Perform other duties assigned by supervisors

Requirements

At least GCE N Level, GCE O Level, Professional Certificate, NITEC, Higher NITEC, Diploma or equivalent
Comfortable with administrative work and IT systems including call centre and hospital platforms
Able to work effectively in a fast-paced environment
Communicates clearly and confidently with callers, patients, caregivers and healthcare staff
Escalates issues appropriately and in a timely manner
Maintains accurate documentation and concise handovers

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

About the role

What you'll do

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Requirements

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