As part of the Patient Service Support team of International Medical Clinic (IMC), the Patient Service Officer will be the first point of contact for patients, internal and external customers, whether in person, over the phone, or via email. This role combines the patient service desk reception duties in the clinic and the IMC Call Centre patient service officer's responsibilities to support the provision of family, pediatric, and travel medicine services for all our patients. The Patient Service Officer will work in conjunction with the Patient Service Supervisor, Group Clinic Manager (GCM), Clinic Managers (CM) or Clinic-In-Charge(s)(CIC) to support all frontline patient services.
JOB RESPONSIBILITIES:
- Front Desk Operations: Manage a clean, organized, and welcoming patient service desk and waiting area, ensuring readiness during clinic hours.
- Patient Interaction: Greet and assist patients and visitors professionally, managing check-ins, walk-in registrations, and appointment bookings.
- Appointment Management: Schedule, reschedule, and coordinate appointments (including follow-ups and delays), both in-clinic and over the phone/email.
- Call Centre Duties: Handle high volumes of inbound/outbound calls, triage clinic-specific queries and route calls to appropriate teams.
- Email & Communication Management: Respond to patient emails, confirm online bookings, and manage clinic communication platforms.
- Insurance & Billing Support: Support in-clinic Insurance Direct Billing (IDB) related tasks, update billing details, and collect payments during patient visits.
- Clinical Coordination: Support clinical teams with referrals, lab sample handovers, and follow-up scheduling.
- Telehealth & Documentation: Conduct basic tele-triage and maintain accurate records of patient communications and actions.
- End-of-Day Procedures: Close the clinic by securing systems, balancing transactions, and locking up according to protocol.
JOB REQUIREMENTS: -
- NITEC / Higher NITEC / Diploma in Healthcare Administration, Business, or related field.
- At least 2 years of experience in a healthcare, clinic, or patient/customer service setting is preferred.
- Prior experience with front-desk operations, call center work, or patient services will be an advantage.
- Proficient in using Microsoft Office applications, clinic management systems
- Familiarity with medical terminology and clinical workflows is desirable.
- Proven ability to multitask effectively and manage time well in a dynamic, fast-paced clinical environment.
- Strong interpersonal skills, with a warm and patient-centric approach and a commitment to delivering high-quality customer service.
- Strong problem-solving skills with the ability to assess situations quickly and escalate issues appropriately.
- Collaborative team player with a proactive attitude.
