Patient Liaison Officer

Job Detail

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 • 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 • On rotation for 24/7 on-call duties (Will be rotated among the team). If on duty will be on-call for 1 week.