NCCS Service Ambassador uses her family’s cancer journey to connect with patients

Every morning, Service Ambassadors like Kamalarani D/O Krishna Subramaniam arrive bright and early to ensure that the Specialist Outpatient Clinics (SOCs) at the National Cancer Centre Singapore (NCCS) are ready to receive patients at 8am. Dressed in teal uniforms and ready with friendly smiles, Service Ambassadors are the first point of contact for patients and caregivers who walk through the doors of NCCS. 

Before patients arrive at the clinics, Kamalarani ensures that the space is ready and welcoming for patients. 

In addition to the clinics, they are situated at other locations around NCCS to assist patients such as the Main Lobby, Outpatient Pharmacy and Ambulatory Treatment Unit (ATU) where patients go for chemotherapy treatment.

A personal connection to cancer

Kamalarani joined NCCS in late 2025, but working here was not her first encounter with cancer. In 2019, her mother-in-law, who was diagnosed with stage 3 lymphoma, was enrolled in a clinical trial at NCCS. Her mother-in-law has since recovered, but Kamalarani still clearly remembers how difficult the cancer journey was. 

“Because I was with her throughout her treatment, I am familiar with the pain and challenges that cancer patients go through. This helps me connect with and better support patients who I interact with at my job now,” she shared. 

Having been a caregiver herself, who was responsible for keeping track of her mother-in-law’s cancer medication and giving her massages to relieve painful side effects, Kamalarani also understands the challenges caregivers face. 

A diverse set of skills to support patients 

To meet the needs of visitors to NCCS, Service Ambassadors are equipped with a curated set of skills, including frontline customer service, infection control knowledge and clinic operations support. 

At the ATU, Kamalarani guides patients at every point of their journey, from registration to taking of vital stats, patient orientation, payment and medication collection. 

She is the person that patients or caregivers can go to for assistance. And if she is unable to address their query, she promptly refers them to someone who can, to help reduce stress or anxiety and ensure a smooth healthcare journey. 

A friendly face who makes a difference 

Kamalarani often lends a listening ear to patients and their caregivers and is motivated to make their day better by suggesting convenient public transport routes for visitors and sharing food options in the vicinity of NCCS. 

She even encourages patients who are reluctant to undergo treatment. She recalls an instance when a patient who was diagnosed with stage 1 lymphoma approached her. 

“She came out of the consultation room and pulled me aside to confide in me that although her doctor recommended chemotherapy, she did not want to go ahead as she was afraid of burdening her family. She was also worried about treatment side effects such as hair loss.” 

Kamalarani shared her mother-in-law’s cancer treatment experience, “I told her that while undergoing treatment will be challenging, it is an important step to have a better quality of life once the treatment is over.” 

A few weeks later, Kamalarani was happy to see the patient return to the clinic for her first cycle of chemotherapy. 

Keeping the human touch in healthcare 

In addition to the emotional upheavals that are part of battling cancer, Kamalarani knows that some patients feel healthcare institutions are cold, clinical and intimidating. This is what drives her to be the friendly face that makes sure every patient and caregiver that she encounters at NCCS feels seen and supported. 

Kamalarani firmly believes that every patient should be served with warmth.  

“You are not just a patient, but an individual who we want to serve with compassion and dignity.”