Job Description & Requirements - Clinic Receptionist

Position: Clinic Receptionist / Front Desk Executive
Employment Type: Full-Time / Part-Time
Industry: Physiotherapy / Healthcare

Job Overview

We are looking for a responsible, organised, and service-oriented receptionist to manage the day-to-day front desk operations of our physiotherapy clinic.

As the first point of contact for patients, you will play an important role in creating a professional and welcoming experience while ensuring that appointments, payments, enquiries, and administrative matters are handled accurately and efficiently.

The ideal candidate should be proactive, dependable, detail-oriented, and able to work independently without requiring constant supervision.

Key Responsibilities

Patient Reception & Customer Service

• Welcome and attend to patients professionally and courteously.

• Respond promptly to phone calls, WhatsApp messages, and patient enquiries.

• Assist patients with appointment bookings, rescheduling, cancellations, and general clinic enquiries.

• Provide clear and accurate information regarding clinic services, appointment procedures, fees, and administrative matters.

• Manage difficult or dissatisfied patients professionally and escalate issues when necessary.

• Maintain patient confidentiality and professionalism at all times.

Appointment & Schedule Management

• Manage physiotherapists appointment schedules efficiently.

• Confirm upcoming appointments and follow up with patients when required.

• Handle cancellations and rescheduling promptly to minimise empty appointment slots.

• Maintain an organised waiting list and contact patients when earlier appointment slots become available.

• Ensure sufficient time is allocated according to appointment type and clinic procedures.

• Communicate schedule changes promptly to patients and clinicians.

Payments & Administrative Duties

• Collect and process patient payments accurately.

• Issue receipts and invoices where required.

• Handle packages, outstanding payments, deposits, and other transactions according to clinic policies.

• Perform daily reconciliation of payments and transactions.

• Assist with insurance, corporate, referral, or administrative documentation where applicable.

• Maintain accurate patient information and administrative records.

• Perform filing, scanning, data entry, and other general administrative duties.

Clinic Operations

• Ensure the reception and waiting areas remain clean, organised, and presentable.

• Monitor clinic supplies and inform the appropriate person when stocks need replenishment.

• Coordinate with physiotherapists and other team members to ensure smooth patient flow.

• Assist with opening and/or closing procedures according to clinic SOPs.

• Identify operational problems early and take reasonable steps to resolve them or escalate them appropriately.

• Follow all clinic SOPs, policies, and administrative procedures.

Teamwork & Communication

• Communicate clearly and professionally with physiotherapists, management, patients, and other staff.

• Provide proper handovers for unresolved matters.

• Support colleagues when required to ensure smooth clinic operations.

• Take ownership of assigned responsibilities rather than waiting to be repeatedly reminded.

• Inform management promptly of significant patient complaints, operational problems, scheduling issues, or other matters requiring attention.

Job Requirements

• Minimum GCE N/O Levels, NITEC, Diploma, or equivalent.

• Previous experience in reception, customer service, administration, healthcare, or a clinic environment is preferred.

• Comfortable communicating with patients both in person and through phone/WhatsApp.

• Basic computer literacy and ability to learn clinic management and booking systems.

• Good spoken and written English.

• Ability to communicate in additional languages is an advantage.

• Good organisational and time-management skills.

• Strong attention to detail, particularly when handling appointments, patient information, and payments.

• Able to multitask and remain composed during busy clinic periods.

• Reliable and punctual.

• Able to work independently and take initiative.

• Willing to follow established clinic SOPs and procedures.

• Able to work effectively as part of a team.

Personal Attributes We Value

We are looking for someone who is:

Responsible - Takes ownership of their duties and follows through on tasks.

Proactive - Identifies what needs to be done instead of waiting for instructions for every task.

Reliable - Arrives punctually, maintains good attendance, and communicates responsibly regarding leave or unexpected circumstances.

Detail-oriented - Understands that mistakes in appointment scheduling, payments, or patient information can affect both patients and clinicians.

Professional - Communicates respectfully with patients and colleagues even during stressful situations.

Service-oriented - Understands that the patient experience begins from the first phone call or message to the clinic.

Team-minded - Willing to support colleagues and contribute to the smooth running of the clinic.

Performance Expectations

The receptionist is expected to:

• Respond to patient enquiries within the clinic's expected response time.

• Maintain accurate appointment schedules and patient information.

• Minimise preventable scheduling and administrative errors.

• Complete assigned administrative duties within the required timeframe.

• Follow clinic opening, closing, payment, scheduling, and communication SOPs consistently.

• Maintain professional communication with patients and colleagues.

• Provide proper handovers before going off duty or on leave.

• Demonstrate reliability, punctuality, accountability, and initiative.

• Escalate important matters appropriately rather than leaving them unresolved.

The overall objective of this role is to ensure that patients receive a professional and efficient experience and that the clinic can operate smoothly even when management is not physically present.