Patient Service Officer (Urgent Care Centre)

Thomson Medical is in the midst of an exciting transformation, where new ways of working, systems and processes are re-shaping. If you do not want to miss out this excitement and believe in our purpose in empowering life journeys by caring for generations of women, children and families, we invite you to apply for the following opportunity with us!

Job Summary

We are seeking a dedicated and service-driven Patient Service Officer (PSO) to join our 24-Hour Urgent Care Centre. As the first point of contact, you play a vital role in shaping each patient’s experience by delivering professional, efficient, and compassionate service from arrival to discharge.

In this role, you will support patient registration, appointment coordination, billing, and administrative functions while working closely with our clinical team to ensure smooth operations and continuity of care. If you thrive in a fast-paced environment and are passionate about making a difference in patient care, we would love to hear from you.

Key Responsibilities

1. Front-line patient service & scheduling – Serve as the first point of contact for phone, online, and walk-in enquiries at the 24-Hour Urgent Care Centre; coordinate appointment bookings for consultations, lab tests, and imaging; and escalate red-flag symptoms (e.g. chest pain, severe breathlessness, stroke signs) to the triage nurse promptly.
2. Registration & records management – Register and verify patient demographic/insurance details, maintain accurate patient records, and manage filing and retrieval of medical reports in line with institutional policy.
3. Billing & payment support – Collect payments (cash, e-payment, third-party billing), manage corporate billing and reconciliation, and clearly explain UCC-specific charges (e.g. after-hours surcharges, facility fees) to patients and next-of-kin.
4. Service recovery & feedback handling – Address patient complaints professionally, escalate to supervisors when needed, and support corrective actions to improve service quality.
5. Quality & compliance – Maintain quality records and support audit/compliance documentation in line with data protection and internal standards.
6. Administrative support – Handle general admin duties (reports, correspondence, stationery/inventory tracking) and provide vendor feedback to the Operations Manager.
7. Shift-based operations (24/7) – Work rotating shifts (day/night/weekend/PH), ensure punctual attendance, conduct proper shift handovers, and maintain service standards during peak periods.
8. Flexibility & team support – Provide coverage for colleagues during absences, participate in cross-training, take on ad-hoc shifts or extended hours during manpower shortages or emergencies (subject to approval), and perform other duties as assigned by management.

Requirements

• Minimum 'O' Level / Nitec or Diploma in a relevant field (Healthcare, Business Admin, or related)
• At least 1–2 years of relevant experience in healthcare, hospitality, or customer service, with front-desk/clinic administration, billing, or insurance/claims handling experience preferred.
• Good communication and interpersonal skills, able to explain information clearly and calmly, including to distressed patients/next-of-kin in an urgent care setting
• Strong customer service orientation and composure under pressure; basic computer literacy (MS Office, email, patient/billing systems)
• Able to multi-task and prioritize in a fast-paced 24/7 environment
• Meticulous and detail-oriented, especially for billing accuracy and compliance documentation
• Basic awareness of PDPA/patient confidentiality requirements.
• Able and willing to work on rotating shifts (including overnight shifts), weekends and public holidays

If you do not possess the above experience, your application will still be considered on individual merits and you may be contacted for other opportunities.

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We regret to inform that only shortlisted candidates would be notified.