ORGANIZATION AND MANAGEMENT

• Adhere to the organization's vision, mission, goals, and objectives, in alignment with the scope of outpatient services, and perform duties as assigned by the Head of Services to ensure the delivery of high-quality patient care.
• Inform the Head of Services of any changes or circumstances that may affect service standards or operational efficiency.
• Manage the Resident/Sessional Consultant's outpatient clinic by coordinating clinic appointments and surgical procedures, ensuring smooth daily operations and high patient satisfaction.
• Handle patient enquiries relating to outpatient appointments, hospital admissions, admission dates, procedures, insurance matters, billing, discharge arrangements, and follow-up care, ensuring all required documentation is completed accurately.
• Coordinate and, where necessary, escort patients to relevant departments (e.g., Radiology and Laboratory) for investigations or procedures.
• Schedule patient appointments using the Hospital Information System (HIS) and fully utilize the system to optimise scheduling, improve patient engagement, and ensure a seamless patient journey.
• Update the daily patient census and maintain an organised filing and database management system.
• Dispatch patients' medical records to the Health Information Management Services (HIMS) upon completion of each clinic session.
• Carry out any other duties and responsibilities assigned by the superior or management to support efficient clinic operations and maintain high standards of patient care.
• Ensure the clinic environment is consistently clean, organised, and well-prepared, with all necessary equipment and supplies readily available for daily operations.
• Maintain strict confidentiality of patient information in accordance with the Personal Data Protection Act (PDPA) and hospital policies.
• Prepare and review clinic appointment lists at least two (2) days in advance, confirm appointments with patients via telephone, submit Guarantee Letter (GL) requests to the GL Counter in a timely manner, and update the consultant with the finalised clinic schedule.

HUMAN RESOURCE AND DEVELOPMENT

• Take responsibility for personal and professional development by completing the required learning hours and keeping abreast of developments in the healthcare profession.
• Actively participate in departmental programmes, hospital activities, and continuous learning initiatives.
• Support hospital quality improvement initiatives through evidence-based practices and continuous service enhancement.
• Deliver professional, courteous, and high-quality customer service at all times.

FACILITIES AND EQUIPMENT

• Operate and maintain specialised equipment within the unit, ensuring accurate and up-to-date maintenance records are maintained.
• Work closely with the Manager to monitor medical equipment, consumables, medications, and linen, ensuring equipment functionality, compliance with the Planned Preventive Maintenance (PPM) schedule, and adequate stock levels.
• Report any faulty equipment promptly to the Biomedical Engineering team and ensure proper cleaning, handling, disinfection, and maintenance of instruments and equipment.
• Participate in quarterly stock counts in collaboration with the Finance Department.

SAFETY AND QUALITY IMPROVEMENT ACTIVITIES

• Participate in and support continuous quality improvement initiatives, including Quality Assurance, Infection Prevention and Control (IPC), Fire Safety, and Occupational Safety programmes.
• Collaborate with the Manager and participate in hospital accreditation activities, including MSQH, JCI, IMS, and other quality assessment programmes.
• Comply with the Occupational Safety and Health Act 1994 (OSHA) and its related regulations by exercising reasonable care in the workplace, cooperating with the employer, using appropriate Personal Protective Equipment (PPE), and adhering to patient safety goals, World Alliance for Patient Safety recommendations, Patient and Family Rights policies, Standard People Practices, and 5S initiatives.

Requirements:

Education

Minimum Requirements

• Sijil Pelajaran Malaysia (SPM) with credits in Bahasa Malaysia and Mathematics
• Physically fit and able to work on shift rotations.

Preferred Qualifications

• Certificate in Healthcare, Nursing Aide, or a related field.
• Diploma in a healthcare-related discipline.
• Relevant working experience in a hospital or healthcare setting.

Knowledge and Experience

• Minimum 1–3 years of relevant working experience in a similar role, preferably in a hospital or healthcare environment.
• Familiarity with outpatient clinic operations, appointment scheduling, patient registration, billing, and insurance processes will be an added advantage.
• Knowledge of Hospital Information Systems (HIS) and Microsoft Office applications is preferred.

Skills and Competencies

Technical Skills

• Strong analytical, organisational, and problem-solving skills.
• Ability to efficiently manage appointments, patient records, and clinic schedules while handling multiple phone calls, emails, and walk-in patients.
• Excellent communication and interpersonal skills, with the ability to explain procedures, appointments, and insurance-related matters clearly and professionally.
• Demonstrates a patient-centred approach by handling enquiries and complaints with empathy, professionalism, and effective conflict resolution skills.
• Able to prioritise tasks and perform effectively under pressure in a fast-paced healthcare environment.
• Proficient in Microsoft Office applications, Hospital Information Systems (HIS), email, and telephone etiquette.
• Demonstrates punctuality, reliability, and professionalism while maintaining the hospital's service standards.

Personal Attributes

• Results-oriented with the ability to work under pressure and meet deadlines.
• Self-motivated and capable of working independently with minimal supervision.
• High level of integrity, professionalism, and ethical conduct.
• Friendly, approachable, and committed to delivering excellent customer service.
• Excellent communication and interpersonal skills.
• Well-organised with strong attention to detail.
• Empathetic and patient when dealing with patients and their families.
• Adaptable to changing priorities and operational requirements.
• Committed to maintaining patient confidentiality and complying with the Personal Data Protection Act (PDPA).
• A strong team player who collaborates effectively with consultants, nurses, allied health professionals, and other hospital staff.