Patient Liaison Officer, Pearl Liaison Centre - Singapore - Tan Tock Seng Hospital
Description
- Family Group: Administration
As a Patient Liaison Officer, you will act as the single point of contact for both internal and external stakeholders to coordinate requests from patients and/or NOKs.
As such, you are expected to be familiar with the hospital policies and service workflow so that you are able to deliver a well-coordinated patient journey and experience.
MAIN DUTIES AND RESPONSIBILITIES
SPECIFIC
- Support all enquiries from private patients, external and internal stakeholders
- Coordinate appointments that best match patients' requests while ensuring all clinical and operational guidelines are met
- Arrange admissions and act as the single point of contact for patients, doctors and internal stakeholders
- Practice good listening and probing skills to understand patients' / NOKs' requests and identify their needs
- Ensure good communication with the patients and/or NOKs, to address their queries and requests (e.g. through the choice of words, speed of speech, voice tonality and clarity)
- Support initiatives to provide gotheextramile service to patients and NOKs
- Coordinate appointments with respective stakeholders in the hospitals and chaperone of VVIP/ VIP to ensure a seamless patient journey
- Support direct admission and air evacuation
GENERAL
- Ensure patient information is updated in an accurate and timely manner
- On rotation for 24/7 oncall duties
- Identify service gaps and escalate to supervisors to bridge the identified gaps
- Propose and implement improvement projects to raise productivity as well as to achieve faster, better, cheaper and safer patient care
- Support in the collation of operational and management reports and generation of statistics when required
- Promote and establish collegiality and effective teamwork within the hospital
- Ensure all documents and data are properly kept, filed and disposed of in accordance to hospital polices
- Assist to carry out any other duties assigned
THE REQUIREMENTS
- 'O', 'A' Levels to Diploma
- At least 34 years working experience in healthcare industry or any servicerelated industries, especially in frontline or customerfronting roles
- Display service excellence and professionalism when interacting with patients/NOKs and managing tasks at all times
- Understands and adheres to ethical and professional standards in healthcare
- Meticulous and posses good organisational and coordinational skills
- Good interpersonal and communication skills
- Driven, passionate and service minded
- Ability to exercise initiative, manage pressure and multitask in a fastpaced environment
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