Patient Service Associate (JR3726)

Overview and purpose of the position
The Bed Management Unit (BMU) plays an important and significant role in overseeing all daily admissions, transfers and bed management, maximizing bed capacity in Alexandra Hospital. This position will coordinate and provide efficient and clinically appropriate ward placement of all patients according to patient’s needs, choice of class based on urgency and type of admission.

The Ambulance Management Unit (AMU) sits within BMU manages the hospital ambulance services and coordinates the transfer of patient to/from medical facilities in emergency and non-emergency situations. This position involves coordination with various stakeholders like the clinical team, nursing team and ambulance vendors for ambulance arrangement to fetch/send patient from/to hospitals, residence and nursing home.

Effective and clear communications are required between all parties involved in the process of bed planning and ambulance transfer coordination.


Bed Management Operations
Performs daily bed management by coordinating with various stakeholders and team members on all types of admissions and transfers to assign beds to patients in accordance to set of protocol, policy and procedures.
Ensure effective utilization of capacity, constantly matching demand and supply.
Able to identify potential bed tight situation and activate bed tight measures.
Provide statistics and reports of bed and resource utilization to management and bed availability to other institutions.
Perform continuous review of workflows, systems and procedures to identify areas for improvement.

Ambulance Service Management Operations
Arrange ambulance transfer for patients to/from hospitals/ residence/ nursing home and coordinate with requestors and ambulance vendors to ensure any special arrangements are communicated correctly.
Take ownership in complying with MOH Emergency Ambulance Services standard and guidelines, confidentiality and procurement policies.
Ensure all ambulance transfers are recorded to provide statistic and reports on ambulance utilization, transfer type, etc. for analysis.
Ability to manage ambulance vendors effectively and efficiently.
Perform continuous review of workflows and procedures to identify areas for improvement.
Assist with feedback and escalate in a timely manner.

Code Blue Activation
Activates Code Blue team to respond to life emergency within Alexandra Hospital.
Conduct daily testing to ensure all Code Blue duty phones are working in order.
Participate in Code Blue drills and related activities.

Administrative Duties
To assist bed request and ambulance transfer enquiries/request via phone, email or fax.
Conduct testing of applications when necessary.
Comply with Personal Data Protection Act (PDPA) to ensure patient confidentiality are safe-guarded.
Participate in activities that contribute towards the improvement of patient care, including professional development sessions to build relevant areas of knowledge, skills and attitudes.
Involve and engaged in ad-hoc projects as assigned by Reporting Officer.


Qualification Required and Area of Discipline
GCE O levels/A levels/Nitec/Higher Nitec/Diploma from any discipline

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)
Strong analytical, communication and interpersonal skills with positive “can do” attitude.
Team player with natural ability to interact with healthcare team of all levels.
Pleasant disposition, approachable, independent worker, have initiative and drive to resolve issues.
Comfortable with ambiguity, unchartered territory, enjoy challenges and problem solving.
Able to perform 3 rotating shifts (includes night shifts, weekends and public holidays).