Clinical Support Executive (Contract)

About the Company

Established in August 2021, The Air Station is part of the Easmed Group, focusing on Sleep Apnoea, Sleep Health and Sleep Technologies. Backed by a management team with over 17 years of experience in the medical industry, we have supported the setup of more than 38 state-of-the-art hospital's sleep labs across Singapore, Malaysia, Indonesia, Thailand and the Philippines.

At The Air Station, you’ll be part of a purpose-driven team committed to improving lives through better sleep, while growing your career in a supportive and dynamic environment.

Role Overview

The Clinical Support Executive is responsible for providing consistent and timely support to patients throughout their CPAP trial journey, with a primary focus on follow-up during the one-month trial period.

The role works closely with the Clinical Application team to identify and address patient concerns, coordinate troubleshooting support, and facilitate the transition from CPAP trial to purchase. The position plays an important role in ensuring patients receive a positive trial experience and are adequately supported in adopting CPAP therapy.

Key Responsibilities

1. CPAP Trial Patient Support & Troubleshooting

• Conduct scheduled patient follow-ups via the omnichannel helpdesk platform to monitor therapy progress, comfort and patient experience.

• Identify patients requiring additional support and coordinate timely intervention.

• Maintain accurate records of patient interactions, concerns and follow-up outcomes.

• Build positive patient relationships through empathetic and professional communication.

• Gather patient feedback and identify opportunities to improve the trial experience.

2. Clinical Application Team Support

• Assist with patient consultations and troubleshooting activities in office and hospital.

• Engage patients nearing trial completion to understand their readiness to proceed with therapy.

• Coordinate with Sales and Clinical Application teams on consultations, quotations, purchases and outstanding requirements.

• Facilitate a smooth transition from trial to purchase and ongoing therapy support.

3. Administration & Team Collaboration

• Maintain accurate patient records, trial statuses and follow-up schedules in the relevant CRM and support systems.

• Monitor missed appointments, outstanding cases and device returns or collections.

• Collaborate with Clinical Application, Sales, Customer Service and Operations to ensure continuity of patient support.

Participate in training and team discussions to enhance product knowledge and service quality.

Key Performance Areas

Patient Follow-Up: Follow-up completion rate, response time and management of outstanding cases.

Patient Experience: Patient satisfaction, responsiveness and resolution of reported issues.

Trial Management: Accuracy of trial tracking, timeliness of status updates and device return/collection accuracy.

Trial-to-Purchase Support: Timeliness of follow-up, purchase conversion support and effectiveness of handovers.

Team Support & Administration: Appointment coordination, documentation accuracy and responsiveness to internal requests.

Key Competencies

Patient Communication: Demonstrates empathy, professionalism and the ability to manage difficult conversations.

CRM & Digital Platform Proficiency: Able to navigate omnichannel helpdesk and CRM platforms to manage patient enquiries, document interactions, track cases and ensure timely follow-up.

Organisation & Follow-Up: Detail-oriented and disciplined in managing multiple cases, schedules and outstanding actions.

Problem-Solving: Able to assess basic CPAP-related issues and recognise when escalation is required.

Teamwork: Collaborates effectively and communicates clearly across departments.

Learning Agility: Willing to learn CPAP devices, masks and basic therapy concepts, and apply feedback to daily work.

Ownership & Accountability: Takes responsibility for patient follow-up and ensures cases are tracked through to resolution or appropriate handover.

Requirements

• Minimum 2 years of experience in Sales Support or Clinical Support roles.

• Valid Singapore Class 3A driving license is mandatory

• Strong competency in MS Word, Excel, Outlook, and experience with ERP/CRM systems.

• Good interpersonal and communication skills; able to work effectively with internal teams, customers, and partners.

• Highly motivated, organised, and able to manage both sales and operational responsibilities.

• Strong attention to details.

• Ability to adapt in a fast-paced environment with strong problem-solving mindset and hands-on execution.

• Knowledge of CPAP therapy, sleep diagnostics, or respiratory care is an advantage

• Able to start as soon as possible is a plus.