Executive/Senior Executive, Welfare Services

Reporting to the Head of Welfare Services, the Executive/Senior Executive, Welfare Services (Patient Care) supports the department in administering and facilitating financial assistance schemes for patients and clients.

The role involves assisting clients with applications, managing walk-in and telephone enquiries, performing data entry and administrative duties, and supporting the preparation of reports and documentation to ensure the smooth and efficient delivery of financial assistance services.

Key Responsibilities

1. Financial Assistance Application Support

• Facilitate and assist patients/clients with applications for available financial assistance schemes.
• Provide clear and accurate information on eligibility criteria, required documents, application procedures and submission requirements.
• Review application forms and supporting documents for completeness and accuracy.
• Follow up on outstanding documents or information required to process applications.
• Coordinate with relevant internal departments and external agencies, where required, to facilitate applications and assessments.
• Maintain accurate and up-to-date records of applications and their status.

2. Patient/Client Service

• Attend to walk-in patients/clients and provide courteous, professional and timely assistance.
• Handle telephone calls, email enquiries and general enquiries relating to financial assistance schemes.
• Understand clients’ needs and provide appropriate guidance or referrals where necessary.
• Manage sensitive and confidential patient information with professionalism and discretion.
• Escalate complex cases or issues to the relevant supervisor or department when required.

3. Data Entry and Records Management

• Perform timely and accurate data entry into relevant systems and databases.
• Update patient/client information, application status and supporting records as required.
• Maintain proper filing and documentation of applications and correspondence.
• Ensure records are complete, accurate and readily accessible for follow-up, audit and reporting purposes.

4. Administrative Support

• Provide day-to-day administrative support to the department.
• Prepare letters, forms, correspondence and other documents related to financial assistance applications.
• Assist with scheduling, coordination and other operational activities.
• Support departmental initiatives, projects and process improvements.
• Perform any other administrative duties as assigned by the supervisor.

5. Reports and Monitoring

• Assist in compiling and preparing regular reports on financial assistance applications, client enquiries and other departmental activities.
• Monitor application volumes, pending cases and other relevant operational data.
• Perform basic data checking and reconciliation to ensure the accuracy of reports.
• Provide administrative and data support for department meetings, reviews and audits.

Key Requirements

• Minimum Diploma or equivalent qualification, preferably in Business Administration, Social Services, Healthcare Administration or a related discipline.
• At least 2 years of relevant experience in administrative, customer service, social service or healthcare-related roles.
• Strong administrative and organisational skills, with good attention to detail and accuracy.
• Good interpersonal and communication skills, with the ability to interact effectively with patients/clients from diverse backgrounds.
• Comfortable handling sensitive and confidential information.
• Proficient in Microsoft Office applications, particularly Microsoft Excel and Word.
• A service-oriented, patient and empathetic approach when working with patients and clients.
• Able to work independently as well as collaboratively with internal teams and external stakeholders.
• Experience in financial assistance schemes, social service or healthcare settings would be an advantage.