CLINIC RECEPTIONIST, PATIENT SERVICE
Front Desk and Administrative Duties
Greet patients and visitors professionally and courteously.
Register follow-up patients and update existing patient information accurately.
Manage appointment bookings, rescheduling, walk-in queues and update patient appointments using the Encoremed system.
Answer phone calls, respond to inquiries, direct calls to the appropriate personnel, and answer email inquiries promptly.
Verify payment, insurance and corporate panel entitlement before consultation.
Schedule, confirm, and coordinate with nurses, Consultants, and other services to ensure efficient clinic operations.
Ensure the reception area is tidy, welcoming, and organized at all times.
Equipment & Clinic Support
Conduct routine checks on clinic equipment/machines (e.g., BP monitor, ultrasound machine, weight scale) for functionality and calibration validity.
Record and report any malfunctions to the BioMedical Engineering immediately.
Check expiry dates of medical chemicals, solutions (e.g., disinfectants) and ensure proper stock rotation.
Monitor the sharp bin and other biohazard waste containers; ensure timely disposal per SOP.
Assist consultants in ordering, receiving, and restocking of consumables and supplies.
Assist with minor clinical tasks (e.g., preparing and setting up clinics) when required.
Work Schedule, Availability and Cross-Clinic Support
To rotate and provide coverage at other clinics when assigned.
Must be available to work all assigned hours and shifts following clinic operational needs.
To work on weekends or extended hours if clinic operating hours are revised in the future.
Must report for duty promptly during emergencies or when called upon, including after-hours support if required.
Customer Service & Professionalism
Handle feedback, complaints, and concerns in a professional and empathetic manner.
To adhere to Standard People Practice (SPP) at all times.
Compliance, Safety & Quality
Ensure all duties follow clinic SOPs.
Maintain patient confidentiality, security of patient records and comply with the Personal Data Protection Act (PDPA).
Promptly escalate any safety, operational, or patient-related concerns to the related personnel.
Ensure all tasks are performed following the Key Performance Indicators (KPIs) set by Management.
Responsible and accountable for carrying out duties as in the Occupational Safety and Health Act Regulations 1994.
Conform to standards under ISO 9001:2000, ISO 14001:2004, OHSAS 18001:2007, and other hospital accreditation standards such as MSQH and JCI.
Comply with infection control protocols at all times.
Participate in proper waste management and ensure compliance with environmental policies.
Responsible and accountable for carrying out all 5S activities directed by the Management.
Education: Minimum Sijil Pelajaran Malaysia (SPM) or Diploma in any discipline
Knowledge and Experiences:
At least 1–2 years of working experience in a healthcare or customer service environment.
Familiarity with outpatient clinic processes and healthcare terminology is an advantage.
Experience with clinic management software or electronic health records (EHR) preferred.
Skills & Competencies:
Excellent communication and interpersonal skills.
Good command of English and Bahasa Malaysia; other languages are an advantage.
Able to multitask, stay organised, work independently in a fast-paced environment or as part of a team
Basic computer literacy (MS Office, data entry systems).
Special skills required
Proficiency in patient registration and appointment systems.
Knowledge of medical billing and insurance verification processes.
Personal attributes
Friendly, patient, and compassionate.
High level of integrity and professionalism.
Attentive to detail.
Ability to work under pressure and remain calm.
Strong team player with a proactive attitude.