COVID takes the lead - Transformation of Job Roles in Patient Liaison Service
Workforce Transformation
Singapore Healthcare Management Congress
SingHealth
31 December 2021
Galvanize teams for pandemic challenges, align scopes with stakeholders, and transform skillsets for resilience. The transformation journey enabled the PLS team to achieve strategic roles and contribute significantly during the pandemic.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Workforce Transformation, Job Redesign, Upskilling
About this Content
Aims
Galvanize teams for pandemic challenges, align scopes with stakeholders, and transform skillsets for resilience.
Background
COVID-19 necessitated expanded roles for Patient Liaison Service (PLS) teams to support internal and external networks.
Methods
Engagement sessions, communication channels, and skills training were implemented to address the expanded roles and challenges.
Results
Enhanced team resilience, improved morale, developed clear workflows, and completed multiple stakeholder engagement initiatives successfully.
Conclusion
The transformation journey enabled the PLS team to achieve strategic roles and contribute significantly during the pandemic.
Lessons Learnt
Effective communication and shared purpose foster resilience and high performance under challenging conditions.
Additional Information
SHM 2021 Shortlisted Project (Human Resource Category).
Keywords
Workforce Transformation, Patient Liaison, Resilience, Engagement
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Allied Health |
Applicable Specialty or Discipline | Patient Service Associate, Epidemiology |
Project Lead(s) | Celest Khoo Joo Ing |
Project Member(s) | Ei Ei Soe Win |
Connect with this contributor!
Ei Ei Soe Win - singaporehealthcaremanagement@singhealth.com.sg