- Job PurposeTo ensure timely updates are provided by EMD staff to patients relatives
To ensure that functions and responsibilities assigned are efficiently performed to provide effective patient care
Adhere to policies and procedures of hospital services
Primary Responsibilities and Duties (80%)
- 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...
Document details of every update in ED Web
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
Registration of patients presenting at Emergency Department
Admitting of inpatients
Discharge of Emergency patients
Collecting payment for A&E facility feeds and deposit for inpatients
Financial Counselling process for inpatients
Handling of general enquiries (over counter & phone)
Ensure customer service standards are up kept at all times
Sorting of E-cards in preparation for dispatch to MRO daily
2. Handling of General Enquiries through EMD hotline - Apply telephone standards when handling phone enquiries
- Minimize number of dropped calls
Follow through enquiries till case is closed
Track number and type of calls coming in
- SOC Appointment BookingPerform accurate Appt Booking in SAP or liase with Central Appointment Line / Specialist Outpatient Clinics for appointment
Perform faxing of appointment request and filling in of appointment request for appointments not available in SAP
Follow through for all appointment requests required by EMD by next working day
Tracking of appointments requested and booked in EMD
Secondary Responsibilities and Duties (20%)
- I. Driving of Ambulance - to be deployed in times of emergency
- II. Buddy and train newly joined PROs
- III. Ensure the Family Counselling Room is neat & tidy
- IV. Additional responsibilities as assigned by Operations Director/Manager/Executive
- V. Keep inventory of supplies and inform Administrative Assistant for replenishment
- VI. Make appointments for patients discharged from Emergency
- Offer helping hand to Patients in need in the waiting area
