Customer Service Officer

The job scope includes: Patient Service & Front Desk Duties • Meet and greet patients when they arrive, and ensure their needs are attended to promptly and professionally. • Manage patient registration and ensure patient records are accurately updated in the clinic system. • Ensure all applicable consent forms, registration forms, and treatment-related documents are duly completed and signed. • Answer phone calls, WhatsApp messages, emails, social media enquiries, and other patient enquiries in a timely and professional manner. • Provide accurate information on clinic services, treatments, products, pricing, and appointment availability where appropriate. • Schedule, manage, amend, and confirm patient appointments. • Follow up with patients on appointment reminders, missed appointments, treatment enquiries, and post-treatment matters where required. • Ensure patients are checked in and checked out smoothly. SalesSupport & Patient Advisory • Find out and understand patients’ needs, concerns, and treatment goals. • Recommend suitable treatment plans, services, and products in a professional, ethical, and non-pushy manner. • Support patients in understanding their treatment options, packages, and product recommendations. • Maintain a patient-centred approach and ensure every patient feels heard, respected, and well cared for. Billing,Administration & Clinic Operations • Manage billing, invoicing, payment collection, and checkout procedures. • Handle simple reconciliation and basic bookkeeping duties when required, especially in the absence of the Nurse Manager or assigned personnel. • Assist with daily closing, payment checks, and simple transaction records. • Perform basic housekeeping to maintain a clean, tidy, and professional clinic environment. • Ensure treatment rooms, front desk areas, and waiting areas are presentable at all times. Compliance & Patient Safety • Ensure compliance with clinic policies, regulatory requirements, service standards, and best practices relating to patient care and safety. • Maintain patient confidentiality and handle all patient information with discretion and professionalism. • Follow infection control, hygiene, documentation, and service protocols. • Escalate patient concerns, complaints, or clinical matters to the appropriate manager, doctor, or team member promptly.