Job Description

PURPOSE Patientcare Program Consultants work within the Patientcare team to provide motivational and health related information and/or supportive care to patients enrolled into our support programs. You are expected to optimize the time patients engage with the program to provide an excellent patient /customer service experience and meet service levels and standards. KEY RESPONSIBILITIES Provision of personalized patient case management which include, but not limited to, health coaching on disease/treatment related information/education, following up with patient on treatment regime, and ensuring patient is submitting relevant program document on a timely basis. Making of scheduled outbound calls to enrolled patients and from time to time and answering of inbound calls and attend to FAQ-related enquiries. Assist in ensuring that programs are delivered within the appropriate service levels and standards including, but not limited to, case handling time, pre-defined protocols, and confidentiality of patient data. Ensure that all appropriate information obtained during patient interactions are entered and saved in the Patientcare Management System and program standard operation procedures (SOPs) are always adhered to and compiled with. Responsible for the reporting of Adverse Events made aware of during interaction with patients or healthcare professionals within agreed duration. Preparing of periodic or ad hoc program reports. Proactively sharing of information among team members to enhance existing services to patients. Deliver any other duties as assigned by the Operations Manager including, but not limited to: Assist with the coordination of performance reports. Assist with the coordination of service templates and operations procedures, as required On-call during non-operation hours or weekends, as and when required. Provision of personalized patient case management and ensuring patients is submitting relevant program document on a timely basis. Answering of inbound calls or outbound calls and attend to FAQ-related enquiries. Assist in ensuring that programs are delivered within the appropriate service levels and standards including, but not limited to, case handling time, pre-defined protocols, and confidentiality of patient data. Ensure that all appropriate information obtained during patient interactions are entered and saved in the Patientcare Management System and program standard operation procedures (SOPs) are always adhered to and compiled with. Responsible for the reporting of Adverse Events made aware of during interaction with patients or healthcare professionals within agreed duration. Preparing of periodic or ad hoc program reports. Proactively sharing of information among team members to enhance existing services to patients. Deliver any other duties as assigned by the Operations Manager. REQUIREMENTS Diploma in Nursing or related medical / science or community nursing / support background is an advantage. Healthcare and community support services is highly desirable. Healthcare staff with 1-2 years working experience. Good interpersonal and communication skills, listening skills and demonstrate ability to motivate patients. Must be patient, caring and possess strong empathy characteristics. Good computer skills to perform data entry on customized computerized software.

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