Customer Service
Job Summary
The core purpose of this Customer Service role is to be the backbone of patient flow and admin support at our medical centre. You will manage appointment bookings and reminders, handle enquiries and payments, and log feedback to ensure smooth daily operations. Your attention to detail and calm approach will keep our front desk efficient and welcoming for every patient.
Responsibilities
- Manage patient appointments and front desk reception
- Handle enquiries, payments, and billing records
- Log and resolve patient feedback and complaints
- Assist with daily administrative tasks and KPI documentation
Required Skills
- Minimum SPM, Diploma or Degree in any relevant field
- Proficient in English and Bahasa Malaysia
- Basic computer skills and Microsoft Office proficiency
- Good organizational and communication abilities
Job Details
Responsibilities
Patient Experience & Communication
- Welcome patients at the front desk, confirm appointment details and guide them to the correct clinic or clinician.
- Answer phone and message enquiries, schedule and resend appointment reminders promptly.
- Triage routine questions and escalate clinical or billing concerns to the Front Office Manager or appropriate staff.
- Log patient feedback and follow up until issues are resolved.
Administration & Scheduling
- Maintain the appointment calendar and coordinate slot allocations to match clinician availability.
- Process payments, issue receipts and update billing records with accurate data entry.
- Keep patient registration and contact records current in our system.
- Prepare daily logs and assist the Front Office Manager with basic budgeting and KPI documentation.
Quality & Operations Support
- Monitor waiting times and suggest small workflow adjustments to improve patient flow.
- Manage movement of marketing materials and ensure the reception area is tidy and professional.
- Compile summaries of complaints and feedback for weekly service reviews.
- Work cross-functionally with clinical and support teams to ensure smooth daily operations.
Requirements
Qualifications & Experience
- Minimum SPM, Diploma or Degree in any relevant field.
- At least 1 year of experience in customer service, front desk, hospitality or healthcare-related roles is preferred.
- Fresh graduates are encouraged to apply and will be considered.
- Prior experience in a hospital, medical centre or clinic is an added advantage.
Hard Skills & Knowledge
- Proficient in English and Bahasa Malaysia, both spoken and written.
- Basic computer skills including Microsoft Office and accurate data entry.
- Comfortable using appointment booking systems; familiarity with electronic medical records (EMR) is a plus.
- Ability to handle enquiries, payments and routine administrative tasks efficiently.
Soft Skills & Qualities
- Pleasant, professional appearance with a customer-oriented mindset.
- Patient, empathetic and detail oriented when dealing with patients and records.
- Good organisational and multitasking abilities to work in a busy clinic environment.
- Able to work independently and as part of a team, including rotational shifts, weekends and public holidays when required.