To provide a warm, professional, and efficient front-office experience to all patients and visitors, ensuring seamless communication, appointment management, and administrative support that reflects the empathy and sensitivity of fertility care.
Key Responsibilities
1. Front Desk Management
Welcome patients and visitors with
courtesy, empathy, and professionalism
.
Manage the front desk area to ensure it remains clean, organized, and presentable.
Handle patient check-ins, registration, and document verification.
Maintain daily appointment schedules for doctors, counselors, and technicians.
Manage inbound and outbound calls promptly and professionally.
2. Patient Coordination
Assist patients with inquiries about services, appointments, and procedures.
Coordinate between departments (clinical, counseling, laboratory, and billing) to ensure smooth patient flow.
Maintain confidentiality of patient records and sensitive information.
Provide necessary forms and guide patients through pre-consultation procedures.
3. Appointment & Follow-up Management
Schedule and confirm patient appointments through the clinic's CRM or software system.
Send appointment reminders and follow-up messages via call or email.
Track cancellations, reschedule, and coordinate alternative timings.
Maintain records of daily OPD and patient visits.
4. Administrative & Billing Support
Collect consultation fees, issue receipts, and maintain billing records.
Coordinate with the finance department for cash and card reconciliation at the end of the day.
Support the HR/Operations team with administrative tasks as needed.
Manage courier, stationary, and inventory for front office supplies.
5. Patient Experience & Hospitality
Ensure every patient interaction reflects
grace, warmth, and empathy
.
Handle patient feedback and escalate complaints tactfully to the Clinic Manager.
Maintain a calm, reassuring demeanour, especially in emotionally sensitive situations.
Qualification & Experience
Education:
Graduate in any discipline (preferably in Hospitality, Healthcare Administration, or Commerce).
Experience:
1-3 years of front office or customer service experience, preferably in a
hospital or fertility clinic
.
Language Skills:
Fluent in English and local language; knowledge of additional regional languages is an advantage.
Key Skills & Attributes
Excellent communication and interpersonal skills
Strong organizational and multitasking abilities
Proficient in MS Office and clinic management software (CRM, ERP)
Pleasant personality with empathetic and patient-centric behavior
High level of confidentiality and professionalism