Front Desk & Patient Service Executive

Role Overview As a key member of our clinic team, you will manage front desk operations and help deliver a welcoming, organised and professional experience for every patient. We are looking for someone who communicates clearly, works accurately and takes responsibility for following tasks through to completion. You should be comfortable handling patient enquiries, coordinating appointments and supporting colleagues in a busy clinic environment. Key Responsibilities Patient Service & Communication Welcome patients warmly and manage their arrival, registration and departure professionally.

Respond to enquiries through phone, WhatsApp and other clinic communication channels clearly, courteously and promptly.

Provide accurate information on appointment arrangements, available services, products and clinic policies within your scope of knowledge.

Refer medical questions and treatment suitability enquiries to the appropriate doctor or clinical team member.

Handle patient concerns with patience and discretion, escalating matters when necessary.

Follow up on outstanding enquiries and feedback, keeping patients informed until the matter is resolved.

Appointment Management & Clinic Coordination Manage bookings, rescheduling and cancellations accurately.

Coordinate appointments with doctors and therapists to support an efficient patient flow.

Confirm appointments and follow up on cancellations or missed appointments.

Keep patients informed of delays and coordinate with colleagues to manage waiting times.

Maintain accurate patient details and appointment records in the clinic management system.

Check that required consent forms, declarations and documentation are completed, signed and filed appropriately.

Billing & Administrative Support Prepare invoices, collect payments and carry out cashiering duties accurately.

Check charges and payment records, and report discrepancies promptly.

Maintain organised administrative records and clear handover notes for outstanding matters.

Conduct weekly stock-taking and maintain accurate inventory records.

Handle patient information and clinic records confidentially.

Operational & Patient Support Coordinate patient movement between reception, consultation and treatment areas.

Assist with patient preparation and doctor support tasks as assigned, within the training provided and scope of the role.

Keep the reception and waiting areas clean, tidy and welcoming, including light housekeeping.

Work closely with doctors, therapists and colleagues to support daily clinic operations.

Requirements & Professional Standards Experience in reception, front desk, patient service, hospitality or a comparable customer-facing role is preferred.

Able to communicate clearly and professionally in person, over the phone and through written messages.

Comfortable using computer systems and learning clinic management software.

Accurate and attentive when handling appointments, patient records, invoices and payments.

Courteous, respectful and discreet in interactions with patients and colleagues.

Reliable in attendance, punctuality and completion of assigned responsibilities.

Able to remain calm, prioritise tasks and seek help appropriately during busy periods.

Takes ownership of mistakes, reports issues promptly and helps resolve them.

Receptive to feedback and willing to learn and follow clinic procedures.

Maintains professional presentation and respects patient confidentiality.