A New Beginning: Shadni Wardiah’s Return to Work Through Healthcare

As her son grew more independent, Shadni Wardiah was ready to return to work after five years as a stay-at-home mother. But rather than returning to the IT career she had built over 12 years, she began looking for a new direction.

Her interest in healthcare stemmed from her own experiences as a mother. During her son’s younger years, Shadni regularly brought him for medical checkups and encountered Patient Service Associates (PSAs) along the way.  As she became more familiar with what the role involves, she began to imagine herself on the other side of the interaction.

“Most of the time, the PSAs were very kind, friendly and helpful,”  she recalls. “ I was wondering, is this something that I can do?”

Finding a Path Back to Work

Shadni began researching ways to join the healthcare sector, and discovered Generation Singapore through social media. Its programme’s 3-day-a-week schedule made it possible for her to develop herself for a new career while balancing her responsibilities as a mother.

“I thought, okay, maybe I can do this. I can try to learn new things and see how it goes from there.”

While undergoing the programme in 2024, Shadni gained a foundation in the skills and knowledge required to work in healthcare. Group assignments and mock sessions gave her opportunities to practise patient care and communication through realistic situations, helping her rebuild confidence after five years away from the workforce.

Generation also supported her through the job search, helping her with resume writing and interview preparation. Through its network of employers, Shadni was given opportunities to interview with different organisations before eventually securing a role as a Patient Service Associate at a hospital.

A New Role, A New Way of Working

The transition into healthcare brought Shadni into a very different working environment.  “I think the biggest challenge was adapting from not working for a period of time, and previously working in tech, which does not deal with a lot of human interactions,” she explained. Her new role entailed constant interaction not only with patients, but other hospital staff and healthcare professionals, making the initial adjustment a struggle. 

The role gave Shadni a new perspective on what it means to be a PSA. Before entering healthcare, she had largely viewed PSAs from the perspective of a patient and caregiver. Once she became a PSA herself, she saw how the role connected different parts of the healthcare experience.

“Being a PSA is so much more than that,” Shadni says. “You have to help not just your patient, but also your doctors, nurses, and other healthcare professionals.”

Her Generation training gave her a foundation in patient handling, communication, telephone etiquette and personal data protection and privacy. The skills helped prepare her for the responsibilities of the role, even as she continued learning through her on-the-job experience. 

Embracing Every New Challenge 

As Shadni settled into healthcare, she learned that the role required her to respond to a wide range of situations. Some patients may feel anxious about seeing a doctor, while others may need reassurance after spending a long time in a healthcare setting. For Shadni, supporting them means paying attention to their individual needs and helping them feel more comfortable.

“There is not a day that is the same. Every day is different.” 

That unpredictability has made adaptability and resilience essential to her work. Her advice to anyone considering a career change is to approach new situations with an open mind, while having empathy for yourself, your patients, and the people around you. 

After five years away from the workplace and a complete change in career direction, Shadni has begun building a new future in healthcare. Her journey shows that returning to work does not have to mean returning to the career you left behind. Sometimes, it can be the beginning of an entirely new one.