1. Job Purpose

• To provide administrative support and deliver friendly and excellent customer

service to patients and visitors, to achieve excellence in patient care and

satisfaction.

• To ensure that functions and responsibilities assigned are efficiently performed to

provide effective patient care

• Adhere to policies and procedures of hospital services

2. Duties and Responsibilities

2.1 Primary Duties and Responsibilities (80%)

• Register patients presenting at Emergency Medicine Department

• Collect payment for A&E facility fee and deposit for inpatient admissions

• Provide Financial Counseling to patients and relatives for inpatient admissions

• Handle general and phone enquiries

• Attend to patient and visitors needs

• Ensure overall decor and cleanliness at the counters and waiting areas

• Ensure equipment are functional and relevant reading materials are up to date

• Discharge Emergency patients

• Sort and organize E-cards

• Handling of General Enquiries through EMD hotline (6772 5000 & 6772 2555)

• Apply telephone etiquette standards when handling phone enquiries

• Follow through on enquiries until case is closed

• Book appointments in EPIC or through liaising with Specialist Outpatient Clinics

(SOC)

• Follow through for all appointment requests required by EMD within 3 working

days.

• Provide updates on patient’s condition to patient’s relatives eg. Doctor has ordered

X-ray, waiting for blood tests results, waiting for available bed for admission

• Remind doctor or nurse to update patient’s relatives

• Look out for patients and/or patients’ relatives who require assistance

• Assist patients and/or patients’ relatives with enquiries

• Resolve any PR problems

• Adhere to department and hospital policies and procedures

2.2 Secondary Responsibilities and Duties (20%)

• Attend daily roll call / meetings

• Participate in quality improvement project (eg: 6S, RIE - Service Improvement

Project)

• Assume any duties / responsibilities as assigned by Ops Head, Executive or

Service Executive