Job Description

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.