Client Relation Associate (with call centre experience)

Working Location: Ocean Financial Centre, Ngee Ann City, and Signature Paragon (Central Region)
Working Arrangement: 44 hours per week, based on a 5.5-day work week (Monday to Friday, with an additional 4-hour shift on Saturday).

The Client Relation Associate (Clinical & Medical) serves as the primary point of contact for Concierge Clients, delivering a seamless, high-quality patient experience across all touchpoints. This role is responsible for end-to-end patient coordination, including administrative, operational, and selected clinical support functions, while ensuring compliance with regulatory and organizational standards.

Key Responsibilities

1. Patient Experience & Relationship Management

• Act as the main liaison for Concierge Clients.

• Deliver exceptional service throughout the patient journey — pre-appointment, during the visit, and post-care follow-up.

• Manage patient enquiries, feedback, escalations, and service recovery promptly and professionally to maintain high satisfaction levels.

2. Appointment & Administrative Operations

• Coordinate scheduling of appointments, confirmations, and reminder communications.

• Oversee patient registration, ensuring accuracy of personal and medical information in line with PDPA regulations.

3. Billing & Administrative Management

• Manage end-to-end billing processes including invoicing, payment collection, refunds, and supporting documentation, ensuring accuracy and compliance with internal policies.

4. Medical Documentation & Reporting

• Prepare, process, and maintain medical reports, laboratory requests, forms, and documentation accurately and within stipulated timelines.

  Maintain proper filing, scanning, and record management in compliance with data protection regulations.

5. Care Coordination

• Coordinate with doctors, specialists, laboratories, and internal departments to ensure smooth clinic operations.

• Follow up on medical reports, specialist reviews, and patient requests in a timely manner.

6. Clinical & Operational Support

• Provide assistance in clinical procedures.

• Ensure adherence to infection control standards and clinical protocols.

7. Inventory & Compliance

• Manage clinic inventory and ensure adequate stock levels of medical supplies.

• Ensure proper handling and maintenance of medical and IT equipment.

• Adhere strictly to organizational policies, procedures, and safety standards.

• Assist with any additional duties assigned by the Supervisor.

Key Requirements

• Strong customer service orientation with experience handling Premium clients preferred.

• Excellent interpersonal, communication, and problem-solving skills.

• Ability to multitask and work in a fast-paced healthcare environment.

• Knowledge of clinic operations, billing processes, and insurance handling is advantageous.

• Relevant clinical certifications (e.g., phlebotomy, ECG) are an added advantage.

• Familiarity with PDPA and healthcare compliance standards is preferred.

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