Patient Service Associate Executive - Emergency Department

About the role

Woodlands Hospital, part of NHG, is looking for a Patient Service Associate Executive for its Emergency Department. The role combines patient administration, service excellence, clinical support and operational leadership, working closely with clinicians, nurses and operational teams to ensure timely, accurate and compassionate care.

Key responsibilities

• Serve as the frontline ambassador, guiding patients through registration, admissions, transfers and discharge, and handling service recovery
• Register and verify patient information, maintain patient records and ensure confidentiality and data protection compliance
• Collect charges and deposits, explain billing and payment options, issue receipts and update ward class and subsidy status
• Screen patients, route infectious and non-infectious cases per infection prevention protocols, assist with mobility and self-service kiosk use, and measure vital signs
• Provide basic patient education, support fall prevention and infection prevention initiatives, and support clinical and nursing teams
• Lead and supervise a team of Patient Service Associates, coordinate staffing rosters, coach and train staff and manage escalated issues
• Keep counters, equipment and forms ready, monitor service quality indicators, support audits and quality improvement, and take part in mass casualty and disaster preparedness exercises

Required profile

• GCE 'N' Level, GCE 'O' Level, NITEC, Higher NITEC, Professional Certificate or Diploma
• Relevant healthcare, customer service or administrative experience is an advantage; prior supervisory experience is preferred
• Able to work rotating shifts, weekends and public holidays

Required skills

• Proficiency in English and at least one additional language; dialect proficiency is advantageous
• Comfortable using technology and healthcare information systems
• Strong communication, customer service, leadership and teamwork skills