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

About the role

NurseFirst is a public-facing tele-triage service that complements the 995/SCDF emergency hotline, helping residents access timely and appropriate care for urgent medical concerns. This Senior PSA / Patient Service Associate Executive supports NurseFirst by coordinating patient follow-up, appointment bookings, referrals and care transitions, and also contributes to Emergency Department services through patient registration, billing, admissions and administrative processes. The position is a contract until 30 September 2027.

Key responsibilities

• Manage appointment bookings via the Health Appointment System (HAS) and other platforms, coordinate post-call follow-up including SMS outreach and referrals to Flow Navigator Centres and AIC Care Posts, and handle non-complex patient and caregiver enquiries while escalating complex cases.
• Maintain a directory of healthcare services (GP clinics, urgent care centres, telehealth providers, community services, non-emergency transport) and monitor service updates such as operating hours and closures.
• Support consolidation of operational statistics and service performance data, and assist with administrative and operational activities for NurseFirst.
• Perform patient registration, verification and record management, support admissions, transfers and discharge, and handle billing, payment collection, financial counselling and ward class reclassification.
• Support patient screening, infection control pathways, patient navigation and basic administrative clinical support, and provide pre-procedure, pre-admission and financial counselling information.
• Handle enquiries, appointments and referrals across channels using transactional and CRM systems, make outbound appointment reminder calls, guide callers to appropriate resources, manage service recovery and support emergency staff activations.
• Train new and junior Patient Service Associates, help supervisors manage escalated calls and emails, and perform additional duties assigned by supervisors.

Required profile

• At least GCE 'N' Level, GCE 'O' Level, Professional Certificate, NITEC, Higher NITEC, Diploma or equivalent.
• Experience in healthcare administration, customer service, contact centre operations or frontline patient services is an advantage.
• Proficiency in at least two languages, including English; proficiency in dialects is an advantage.

Required skills

• Comfortable working with IT systems, call centre platforms and administrative applications.
• Familiarity with healthcare workflows and patient service operations is preferred.
• Patient-centred, service-oriented, able to stay calm in fast-paced situations, good organisational skills and attention to detail.

Working hours: Monday to Thursday 8:00am to 5:00pm, Friday 8:00am to 4:45pm, alternate Saturday 8am to 12:30pm.