Since the rollout of the job redesign and upskill programme in 2018, more than 52 Patient Service Associates (PSAs) and Patient Service Assistants in Cardiac Clinics have successfully gained new skills. This programme enables them to provide better care to patients, increases work satisfaction and enhances their capability and employability.

Five of our newly trained colleagues share more. 

Embracing new roles

For Patient Service Associates, Brendon, Jarelyn and June from Cardiac Clinics, their roles received a bump in skillset enrichment over the past few months. They previously performed counter duties such as registration and payment matters at the clinics. Upon completing the upskilling programme on financial counselling, they were equipped with the knowledge to assist patients requiring procedures and admission.

Brendon Lee, Patient Service Associate Executive

 

Brendon started his journey assisting with patient registration, assessment, and payment collection. During the pandemic, he also helped with registration and booking of appointments for patients and staff at the Vaccination Clinic. More recently, Brendon began assisting doctors during consultations.

“After five years into the job, this was a good opportunity for me to pick up new skills. Although it took me a while to get the hang of financial counselling, I managed to overcome the challenges as I became more familiar with the process. I am proud that I can now conduct financial counselling for patients with confidence,” shared Brendon.

Jarelyn Gan, Senior Patient Service Associate 

 

Like Brendon, Jarelyn has been contributing to counter services and assisting doctors during consultations for the past five years. Additionally, she was involved in the creation of the training manual for PSAs and testing of the SAP system when it underwent updates to ensure it functions well.

“Initially, I felt uncertain as to how I should go about my new duties such as when I encounter procedures I am unfamiliar with. However, I now approach difficulties with optimism and simply learn to ask questions when in doubt!” said Jarelyn who further shared that her family has been very supportive of her expanded role at work.

June Leck, Senior Patient Service Associate

 

June has been performing counter duties for more than three years before embarking on training in financial counselling late last year. She was paired with a preceptor and recalled having to be redeployed to areas where manpower was needed amid her training. Despite the challenges, June would shadow different nurses to learn the processes and workflow required for her new areas of work. 

Going by the philosophy of 活到老学到老, a Chinese saying meaning learning is a lifelong journey, June often goes the extra mile beyond financial counselling to explain the benefits of enrolling the patient’s next-of-kin as a caregiver in the HealthBuddy app. “To me, satisfaction comes from more than just getting a piece of work done. When I can help patients better manage their appointment and payment matters through their caregiver and give them peace of mind, I feel a great sense of contentment.”

Beyond preceptorship

Armed with 11 years of experience at NHCS, Selvi is a preceptor at the Cardiac Radiology where she has been training new staff on counter duties for the past three years. 

Thamil Selvei D/O Anavi Palaniappan, Patient Service Associate Executive

 

Selvi began her career at the Cardiac Radiology and in recent years, upskilled to perform counter duties at the Clinical Laboratory and Cardiac Clinics. As a preceptor, Selvi is known affectionately as the ‘mummy’ of the team, and she certainly embodies the quality of a mother figure with her nurturing and friendly demeanor especially when having to put in extra effort to ensure new staff understands their role and can function independently. 

“Picking up a new job function is always challenging but the support from my preceptor gave me the confidence to overcome difficulties. I now have better knowledge of the workflow at the other clinics and feel more equipped to serve my patients,” shared Selvi.

Proactive learner

Positive and open-minded by nature, Cynthia has been a long-time staff of NHCS since joining the Cardiac Clinics 12 years ago. 

Cynthia Yap, Senior Patient Service Associate

 

Previously, Cynthia was assisting doctors and chaperoning patients during consultation at the SAF Cardiac Fitness Clinic (SCFC). Her supervisors, Keng San, Ron and Mary saw her potential to learn more and encouraged her to pick up a new skill. Despite it being outside of the training period, Cynthia gamely decided to give it a go and received guidance from colleague, Siau Peng who had prior upskilling experience. 

In her new role at the counter, Cynthia realised that it is important to learn how to multitask to provide various types of information timely and accurately to the patient. “Now that I am able to handle another area of work at the SCFC, I would like to learn the workflows of different clinics,” beamed Cynthia whose positive experience now drives her to egg on fellow colleagues for more upskilling adventures.

Irene Teo, Senior Executive from Cardiac Clinics shared that with the maturity of the programme, the focus would gradually shift towards imparting leadership skills to suitable staff and enabling them to take on higher roles at the clinics. 

Missed the previous stories on the upskilling programme? Read more here and here.