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:

Patient Booking and Scheduling

• Manage patient bookings, rescheduling, and cancellations through Cliniko.
• Process appointment requests within the same business day.
• Ensure patient information, contact details, intake forms, and referral details are complete and accurate.
• Schedule new patients according to clinic booking procedures.
• Secure both initial assessments and follow-up appointments during new patient bookings.
• Maintain practitioner schedules by reducing gaps and improving appointment utilisation.

Patient Communication and Support

• Act as the primary responder for patient enquiries through Zeya Converse (WhatsApp).
• Respond professionally to appointment-related questions, booking requests, rescheduling needs, and cancellations.
• Resolve conversations and archive completed threads accurately.
• Ensure all patient messages have a clear action or outcome.
• Coordinate with internal team members to prevent missed or duplicated communication.

Waitlist and Lead Management

• Monitor waitlists and proactively offer available appointment slots.
• Contact waitlisted patients promptly when cancellations occur.
• Follow up with new enquiries that have not converted into bookings.
• Conduct scheduled follow-ups with potential patients at agreed intervals.
• Re-engage inactive or previous leads through appropriate communication.

Recall and Patient Retention

• Manage patient recall processes through Cliniko.
• Contact patients within required timelines after recall notifications.
• Support patient retention through timely and professional follow-up.

Records Management and Compliance

• Maintain accurate patient records in Cliniko.
• Document cancellations according to clinic procedures.
• Protect patient confidentiality and follow Singapore PDPA requirements.
• Escalate patient concerns, unusual requests, or risks to the Practice Manager.

Qualifications:

• Proven experience in virtual assistance, healthcare administration, patient coordination, customer service, or appointment scheduling.
• Hands-on experience using Cliniko for patient management, appointment scheduling, patient records, recalls, and administrative workflows is highly preferred. 
• Experience managing appointment systems, calendars, or client management platforms (experience with Cliniko or healthcare booking systems is an advantage).
• Excellent written and verbal English communication skills.
• Strong organisational skills with the ability to manage multiple priorities and follow structured processes.
• High attention to detail, especially when handling patient information, schedules, and records.
• Ability to work independently, manage time effectively, and remain reliable in a remote environment.
• Comfortable communicating with patients professionally through messaging platforms such as WhatsApp.
• Strong problem-solving skills and the ability to escalate issues appropriately.
• Experience working with healthcare, wellness, medical, or allied health practices is preferred.
• Understanding of confidentiality and handling sensitive patient information is highly desirable.