Patient Liaison/Customer Service

15 hours ago

Shah Alam, Selangor, Malaysia Ever Link Fertility Centre Full time

Job Description:

  • Keep the front desk area tidy and presentable with all necessary materials (forms, pens, paper, etc.).
  • Stand up, greet, and welcome guests politely upon arrival.
  • Answer all incoming calls and redirect them or take messages using proper phone etiquette.
  • Schedule appointments and update calendars (e.g., clinic meetings) in the Clinic Management System.
  • Remind patients via messages of their appointment date and time to ensure smooth clinic operations.
  • Update patient files and reports in the Clinic Management System to ensure information is current and accessible.
  • Data entry/update of patient information (including referral channels).
  • Prepare and send outgoing mail/messages/letters to patients.
  • Check, sort, and forward emails.
  • Maintain updated records and files (e.g., new registration forms, feedback forms, health declaration forms).
  • Follow safety procedures and control access via the reception desk (monitor visitors' logbook, register visitors in clinic system, etc.).
  • Provide basic and accurate information in-person, via phone, and email to patients and visitors.
  • Ensuring clear communication between patients and medical staff, addressing queries, and supporting patient needs.
  • Deliver excellent customer service by handling inquiries, resolving complaints, and ensuring patients have a positive experience throughout their journey.
  • Arrange travel documents for patients (if needed).
  • Distribute and collect patient feedback using Google Forms, and collaborate with the marketing team to analyze results and implement improvements.
  • Upload blood test reports to the Clinic Management System at least 2 days before patient appointments.
  • Perform other administrative duties such as filing, photocopying, transcribing, and emailing.
  • Prepare and submit monthly reports for clinic meetings (e.g., number of inquiries, feedback summaries).
  • Direct patients to the cashier for payments.
  • Maintain professionalism in time management and personal appearance (formal business attire).
  • Take up other duties as assigned by management.
  • Serve as the primary point of contact for international patients seeking healthcare services.
  • Coordinate with various departments to ensure a seamless patient experience from inquiry to post-treatment follow-up.
  • Assist with travel arrangements, accommodation, and local transportation for international patients.

Qualifications:

  • Diploma or Degree in Healthcare Administration, Business, Communications, or related field.
  • Previous experience in front desk, customer service, or administrative role, preferably in a healthcare or IVF setting.
  • Strong interpersonal and communication skills with a customer-first mindset.
  • Proficient in using computer systems and software, including Clinic Management Systems.
  • Excellent organizational and time management abilities.
  • Ability to multitask and remain calm under pressure while maintaining a professional and empathetic approach with patients.

Benefits:

  • 18 days annual leave.
  • 14 days medical leave.
  • Insurance coverage.

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