Customer Service
4 days ago
The Customer Service (CS) is responsible for ensuring smooth front-desk operations at Klinik Ecto. This role involves managing patient registration, handling enquiries, supporting doctors and clinical assistants, and delivering a positive patient experience at all times. The CS is the first point of contact and plays a crucial role in maintaining the clinic’s service quality and reputation.
**KEY RESPONSIBILITIES**
**A. Front Desk & Patient Management**
- Greet patients warmly and manage walk-ins and appointments.
- Register patients accurately in the clinic system.
- Guide patients through clinic processes (consultation, laboratory tests, medication collection).
- Manage patient flow to reduce waiting time and coordinate with doctors/nurses.
- Handle queue system and ensure patient order is followed.
**B. Appointment & Enquiry Handling**
- Manage appointments via WhatsApp, phone calls, clinic system, and social media.
- Respond promptly and professionally to patient enquiries on services, charges, operating hours, etc.
- Follow up on appointment reminders and rescheduling.
**C. Billing & Payment**
- Prepare bills accurately and process payments (cash, card, e-wallet).
- Handle panel claims (e.g., PMCare, Mednefits, HealthMetrics) — training will be provided.
- Issue receipts and maintain proper cash register records.
**D. Customer Experience & Service Recovery**
- Provide excellent service and ensure patients feel supported and informed.
- Assist in handling complaints and escalate issues to management when needed.
- Collect patient feedback and ensure continuous service improvement.
**E. Administrative Support**
- Maintain cleanliness and orderliness of the waiting area and reception counter.
- Assist with data entry, filing, scanning documents, and stock monitoring.
- Help prepare daily reports (patient count, collection summary, panel log).
- Support clinic team during peak hours or emergencies.
**F. Compliance & Confidentiality**
- Ensure all patient information is kept confidential (PDPA compliance).
- Follow clinic SOPs, safety protocols, and infection control policies.
Pay: RM1,700.00 - RM2,100.00 per month
Work Location: In person
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