Patient Liaison Officer, PEARL Liaison Centre

JOB SUMMARY
 

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. This will include appointment bookings, admission requests and general patient liaison services.

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. You will also support the hospital in any improvement initiatives.

MAIN DUTIES AND RESPONSIBILITIES

SPECIFIC

• Support all enquiries from private patients, external and internal stakeholders
• Co-ordinate 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 go-the-extra-mile service to patients and NOKs
• Handle complaints and difficult patients/NOKs tactfully and apply service recovery when necessary
• Co-ordinate 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 on-call 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 3-4 years working experience in healthcare industry or any service-related industries, especially in frontline or customer-fronting 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 multi-task in a fast-paced environment

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