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.
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.
