Patient Experience Specialist
2 weeks ago
As a Patient Experience Specialist, you will play a vital role in supporting our healthcare services by serving as the primary point of contact for patients and internal/external customers. You will be responsible for ensuring that the patient service desk and waiting area are ready during clinic hours.
- Ensure the patient service desk and waiting area are clean and organized during clinic hours.
- Greet and assist patients professionally, handling check-ins, walk-in registrations, and appointment bookings.
- Schedule, reschedule, and coordinate appointments both in-clinic and over the phone/email.
- Handle high volumes of inbound/outbound calls, triage clinic-specific queries, and route calls to appropriate teams.
- Respond to patient emails, confirm online bookings, and manage clinic communication platforms.
- Support in-clinic Insurance Direct Billing (IDB) related tasks, update billing details, and collect payments during patient visits.
- Support clinical teams with referrals, lab sample handovers, and follow-up scheduling.
- Conduct basic tele-triage and maintain accurate records of patient communications and actions.
Requirements:
- NITEC / Higher NITEC / Diploma in Healthcare Administration, Business, or related field.
- At least 2 years' experience in healthcare, clinic, or patient/customer service setting preferred.
- Prior experience with front-desk operations, call center work, or patient services advantageous.
- Proficient in Microsoft Office applications, clinic management systems.
- Familiarity with medical terminology and clinical workflows desirable.
- Proven ability to multitask effectively and manage time well in a dynamic, fast-paced environment.
- Strong interpersonal skills, patient-centric approach, and commitment to delivering high-quality customer service.
- Strong problem-solving skills, assess situations quickly, and escalate issues appropriately.
- Collaborative team player with a proactive attitude.
About this Role:
This is an exciting opportunity for those who are passionate about providing exceptional patient care and supporting our healthcare services. We are looking for a highly organized and efficient individual who can effectively manage multiple priorities and responsibilities.
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