Patient Service Officer (Urgent Care)

Key Responsibilities

• Serve as the primary contact for inquiries via phone, online platforms, and in-person visits, coordinating appointments for consultations, laboratory tests, and imaging services, while efficiently escalating critical symptoms to the triage nurse. Accurately register patients and verify their demographic and insurance details, ensuring patient records are maintained in compliance with institutional guidelines. Oversee billing operations, including payment collection (both cash and electronic), corporate billing, and reconciliation, while effectively communicating service fees to patients and their families. Address patient feedback and complaints with professionalism, escalating issues to supervisors when necessary and contributing to initiatives aimed at enhancing service quality. Ensure adherence to quality standards by maintaining precise records and supporting audit documentation in line with data protection regulations. Execute general administrative duties, such as managing reports, correspondence, and inventory tracking, while providing vendor feedback as required. Work in rotating shifts, ensuring timely attendance, conducting proper handovers, and maintaining service standards during peak times. Collaborate with the team by covering for colleagues during their absences, engaging in cross-training, and accepting additional shifts when needed, following management's approval.

Qualifications

• A minimum qualification of 'O' Level / Nitec or a Diploma in a relevant discipline (Healthcare, Business Administration, or related fields). At least 1-2 years of pertinent experience in healthcare, hospitality, or customer service, ideally with front-desk administration or billing experience. Excellent customer service skills and the ability to remain composed in high-pressure situations basic computer proficiency (including MS Office, email, and patient/billing systems). Detail-oriented with a strong emphasis on billing accuracy and compliance documentation. Willingness to work on rotating shifts, including overnight shifts, weekends, and public holidays.