About Us
Woodlands Hospital is a next‑generation healthcare system in Singapore, designed from the ground up to meet the future of care. As a new integrated acute and community hospital with specialist outpatient services and innovative care models, we go beyond traditional hospital walls to deliver person‑centred, connected, and seamless care.
Our mission is to redefine healthcare for a rapidly aging and diverse population through digital innovation, preventive health, and strong partnerships with the community. With a deep commitment to team‑based care, sustainability, and health equity, Woodlands Hospital is not just about treating illness – we are building a healthier future for all.
Why This Role Matters
NurseFirst is a public‑facing tele‑triage service that complements emergency services by providing timely guidance and directing patients to appropriate care pathways. This role is essential in supporting the administrative and operational workflow behind the tele‑triage service, ensuring that patients receive seamless follow‑through care beyond their initial call.
In addition, this role supports Emergency Department (ED) operations to ensure smooth patient flow, accurate administration, and positive patient experience. By bridging tele‑triage operations and front‑line ED services, you play a key role in enhancing care coordination, reducing delays, and improving service quality across the patient journey.
What You Will Drive
1. NurseFirst Administrative Follow‑Up & Patient Coordination
- Manage appointment bookings for callers using systems such as the Health Appointment System (HAS) and liaison with relevant healthcare providers.
- Conduct post‑call follow‑ups,including SMS outreach to assess service levels and support management reporting.
- Coordinate patient handoffs to primary and community care providers such as General Practitioners (GPs), Flow Navigator Centres (FNCs), and AIC Care Posts.
- Consolidate and manage patient lists for follow‑upactions by relevant service providers.
- Handle general patient and caregiver enquiriesprofessionally, ensuring timely resolution and escalation where required.
- Ensure proper handling of patient information incompliance with PDPA and hospital confidentiality policies.
2. NurseFirst Operations & Administrative Support
- Support the maintenance and updating of service directories (e.g. GP clinics, care posts, ambulance contacts) to ensure accurate and up‑to‑date information.
- Assist in the consolidation of daily callstatistics and operational data.
- Work closely with NurseFirst Executives and Nurses to ensure smooth operations and effective coordination of services.
- Support troubles hooting of administrative workflows and escalate system or operational issues where necessary.
3. Emergency Department (ED) Services Support
- Perform front‑line patient administration, including registration, verification, and updating of patient records in hospital systems.
- Support patient flow processes such asadmissions, transfers, and discharges.
- Assist with billing, payment collection, financial counselling, and patient classification in accordance with hospital policies.
- Provide operational support at ED counters, ensuring readiness of forms, equipment, and workflows, including downtime and contingency procedures.
- Support basic clinical-related administrative tasks such as screening questionnaires, infection control routing, and patient assistance where required.
4. Service Quality, Operations & General Responsibilities
- Demonstrate understanding of local healthcare pathways to guide patients to appropriate services.
- Handle service recovery and escalate non‑clinicalissues such as complaints, feedback, or technical issues.
- Ensure readiness of equipment and support contingency operations during system downtime or emergencies.
- Maintain compliance with SOPs, safety standards, infection control, and data protection requirements.
- Support departmental functions, projects, and on‑the‑job training when assigned.
- Perform additional duties assigned by supervisors in support of organisational needs.
What You Bring
Education & Experience
- At least GCE ‘N’ / ‘O’ Levels, ProfessionalCertificates, NITEC, or Diploma qualifications.
- Comfortable working in shift-based operations,including 12‑hour shifts, weekends, and public holidays.
- Familiarity with call centre platforms, healthcare systems, or administrative workflows will be an advantage.
- Experience in healthcare administration orcustomer service roles is preferred.
Professional Skills & Attributes
- Strong communication skills with the ability to interact effectively with patients, caregivers, and healthcare professionals.
- Service‑oriented with a patient‑centred approach and ability to handle sensitive situations with empathy.
- Good organisational skills and ability to manage multiple tasks in a fast‑paced environment.
- Competent in IT systems and adaptable to new digital platforms.
- Proficient in at least two languages (including English); dialects are an advantage.
- Ability to work collaboratively within a multidisciplinary team.
Behavioural Attributes
- Communication: Clear, confident, and accurate inboth verbal and written communication.
- Service Orientation: Professional, empathetic,and patient‑focused in all interactions.
- Teamwork & Collaboration: Works effectively with colleagues and supports team operations during peak periods.
- Accountability & Professionalism: Responsible, reliable, and adheres to service standards and policies.
- Learning & Development: Open to learning new systems and processes with a willingness to grow professionally.
Why This Role?
This role offers a unique opportunity to support both tele‑triage services and front‑line Emergency Department operations within a dynamic healthcare environment. Your work will directly impact patient access to care,service quality, and operational efficiency.
By bringing your organisational skills, service mindset, and adaptability, you will contribute to a coordinated and patient‑focused healthcare system—supporting Woodlands Health’s mission to deliver accessible, high‑quality, andfuture‑readycare.
