Core Competencies:

• Ethics. Works with integrity; Upholds organizational values.

• Dependability. Follows instructions and responds to management direction; results-oriented and committed to achieving objectives and tasks as required.

• Teamwork and Collaboration. Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

• Professionalism. Tactfully approaches others, reacts well under pressure, treats others respectfully, and is accountable for all actions and decisions.

• Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports the organization’s goals and values.

• Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

• Decision-Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

• Cognitive Ability. High intelligence, problem-solving/initiative, dependability, and ability to access and navigate relevant APIs.

Key Responsibilities:

• Answer incoming calls and WhatsApp inquiries professionally and promptly
• Schedule, confirm, and manage appointments using Google Calendar
• Provide general information such as:
  • Clinic/location details
  • Office hours
  • Doctors on duty
  • Available appointment slots
  • Price list and basic service inquiries
• Escalate concerns, urgent matters, or questions outside the approved scope through screenshots and proper documentation
• Handle emergency-related concerns appropriately and escalate immediately when necessary
• Maintain accurate appointment records and call notes
• Send reminders and follow-ups to patients/clients when needed
• Ensure a polite, calm, and patient approach during all interactions
• Coordinate with the team regarding schedule updates and client concerns
• Maintain confidentiality of patient/client information

Requirements:

• Fluent in English with clear speaking voice and good pronunciation
• Excellent communication and customer service skills
• Patient, polite, and professional when handling callers
• Expert in Google Calendar management
• Comfortable handling calls through WhatsApp
• Strong attention to detail and organizational skills
• Ability to multitask and work independently
• Preferably with medical background or experience in healthcare/customer support
• Knowledge in handling urgent or emergency situations is an advantage
• Stable internet connection and quiet working environment
• Experience as a Virtual Assistant, Receptionist, or Call Support is preferred
  

Preferred Skills:

• Familiarity with medical scheduling systems or CRM tools
• Basic knowledge of medical terms and procedures
• Ability to respond calmly under pressure
• Fast learner and able to follow protocols accurately