Customer Service Officer

The job scope includes:

Patient Service & Front Desk Duties

• Meet and greet patients when they arrive, and ensure their needs are attended to promptly and professionally.
• Manage patient registration and ensure patient records are accurately updated in the clinic system.
• Ensure all applicable consent forms, registration forms, and treatment-related documents are duly completed and signed.
• Answer phone calls, WhatsApp messages, emails, social media enquiries, and other patient enquiries in a timely and professional manner.
• Provide accurate information on clinic services, treatments, products, pricing, and appointment availability where appropriate.
• Schedule, manage, amend, and confirm patient appointments.
• Follow up with patients on appointment reminders, missed appointments, treatment enquiries, and post-treatment matters where required.
• Ensure patients are checked in and checked out smoothly.

SalesSupport & Patient Advisory

• Find out and understand patients’ needs, concerns, and treatment goals.
• Recommend suitable treatment plans, services, and products in a professional, ethical, and non-pushy manner.
• Support patients in understanding their treatment options, packages, and product recommendations.
• Maintain a patient-centred approach and ensure every patient feels heard, respected, and well cared for.

Billing,Administration & Clinic Operations

• Manage billing, invoicing, payment collection, and checkout procedures.
• Handle simple reconciliation and basic bookkeeping duties when required, especially in the absence of the Nurse Manager or assigned personnel.
• Assist with daily closing, payment checks, and simple transaction records.
• Perform basic housekeeping to maintain a clean, tidy, and professional clinic environment.
• Ensure treatment rooms, front desk areas, and waiting areas are presentable at all times.

Compliance & Patient Safety

• Ensure compliance with clinic policies, regulatory requirements, service standards, and best practices relating to patient care and safety.
• Maintain patient confidentiality and handle all patient information with discretion and professionalism.
• Follow infection control, hygiene, documentation, and service protocols.
• Escalate patient concerns, complaints, or clinical matters to the appropriate manager, doctor, or team member promptly.