Sr Patient Information Associate

Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert MAJOR DUTIES AND RESPONSIBILITIES (A) SPECIFIC Patient Relations Identify, handle and resolve caller enquires using all modes of communication such as calls, SMS, email, web chat and fax. Apply customer service policies and educate/ facilitate callers on all services offered, support general enquiries, providing basic pre-consult advice and/or information to callers. Assist patient, next-of-kin and doctors in changes of appointments by re-scheduling appointments in the medical records system and establish contact with patients to inform them of the changes. Maintain confidentiality of patient's information and adhere to PDPA guidelines. Responsible and responsive to patient's feedback/complaint before referring to Supervisor, Executives or Manager. Ensure timely follow-ups with patients or Next-Of -Kin on all outstandings cases and resolve cases within the department’s acceptable SLA. To contribute as part of a team to deliver contact centre goals of >90% for Patient Experience Survey score, >85% or higher in call quality score, 100% of calls to be answer within 20 secs and Operational Response to emergency activation with speed and accuracy in less than 4 minutes.8) Ensure that hospital contact list is updated in all messaging systems at all times. Facilitate IDD calls connection for staff & patients. Review own performance through feedback or reports and ensure optimal performance to meet department goals and objectives. Update others on new information or changes received. Response to manual intervention on critical laboratory and radiology results with speed and accuracy Ensure all types of enquires/ requests are created as a case with clear and precise description documented in the CRM system. Competent in using the Medical Record system, CRM and Contact Centre telephony system in the department. Perform daily housekeeping of workstation to maintain neatness of the workplace and ensure confidential information is safely kept at all times. Report any fault (telephone lines & equipment) to Facilities department. Ensure teamwork and participate in all activities related to the smooth running ofthe department. Attend continuing education / in-house training on a regular basis to maintainhis/her competency. Exercise cost saving and adopt environmental-friendly measures at all times. Identify areas of improvement or participate in improvement projects. Participate in organization and/or community activities by volunteering at leasttwice a year. Perform other duties as requested by Senior PIA, Supervisor, Executive and/or Manager. JOB REQUIREMENTS (A) EDUCATION, TRAINING AND EXPERIENCE Minimum GCE 'N' /'O' level with minimum 2 years of relevant experience. Exceptional verbal and written communication skills. Able to speak dialect I thirdlanguage is an advantage. Call centre background or healthcare industry experience preferred. Able to organize and communicate information clearly. Problem solving and analytical skills. Positive, professional and customer oriented attitude. Independent, mature, confident, able to work under pressure and a team player. Computer skills including fast and accurate keyboarding skills. Able to work on weekends and to perform 2 rotating shifts LCCl certification or equivalent is an advantage J-18808-Ljbffr

Location: Singapore, Singapore, SG

Posted Date: 10/12/2025