Customer Care Representative (Medical Background ONLY)
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Key skills for this role
About the Role
Key Responsibilities & Job Description Appointment Scheduling & Management Receive incoming appointment requests from patients and clients through phone calls, emails, WhatsApp, messages, or other communication channels.
Key Skills for This Role
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Appointment Scheduling & Management
- Receive incoming appointment requests from patients and clients through phone calls, emails, WhatsApp, messages, or other communication channels.
- Accurately record patient details, including name, contact information, required medical service, preferred appointment date, and preferred time.
- Check the availability of healthcare providers, doctors, specialists, diagnostic labs, nurses, or service departments.
- Suggest suitable appointment slots based on patient needs, provider availability, and service requirements.
- Confirm appointments with patients and provide all necessary appointment details.
- Send appointment reminders through calls, SMS, WhatsApp, or email before the scheduled appointment.
- Reschedule, cancel, or modify appointments when required, following company policies and procedures.
- Maintain an organized appointment calendar to avoid scheduling conflicts or delays.
Patient Communication & Customer Service
- Communicate with patients and clients in a clear, polite, professional, and empathetic manner.
- Respond to patient enquiries regarding services, availability, pricing, procedures, appointment requirements, and basic service information.
- Provide accurate information while ensuring patients feel supported and well-informed.
- Handle patient concerns, complaints, or service issues professionally.
- Escalate complex complaints or urgent matters to the supervisor, medical team, or relevant department.
- Maintain a positive patient experience throughout the appointment booking and follow-up process.
Documentation & Patient Records
- Ensure patient information is entered accurately and kept up to date in the company system or records.
- Maintain proper documentation of scheduled, cancelled, rescheduled, and missed appointments.
- Assist with filing, data entry, record updates, and administrative follow-up tasks.
- Ensure all appointment-related communication and patient records are properly documented.
- Maintain confidentiality of patient information at all times.
Coordination with Healthcare Teams
- Liaise with doctors, nurses, laboratories, diagnostic departments, specialists, and other healthcare service units to coordinate schedules.
- Ensure internal teams are informed about confirmed appointments, changes, cancellations, or special patient requirements.
- Support smooth coordination between patients and healthcare providers.
- Follow up with relevant departments to confirm service readiness before appointments when required.
- Assist in resolving scheduling issues between patients and healthcare providers.
Reporting & Administrative Support
- Prepare daily, weekly, or monthly reports on scheduled appointments, cancelled appointments, missed appointments, rescheduled cases, and patient follow-ups.
- Track appointment trends, delays, no-shows, and patient feedback.
- Support the supervisor or management team with administrative reports and operational updates.
- Assist with general office tasks related to patient coordination and appointment management.
- Perform additional duties assigned by the supervisor or management.
Compliance, Privacy & Quality Standards
- Follow company policies, healthcare facility procedures, and local regulations related to patient care, privacy, documentation, and safety.
- Ensure secure and accurate handling of sensitive patient and medical information.
- Maintain strict confidentiality in line with patient privacy and data protection requirements.
- Participate in audits, quality checks, training sessions, and process improvement activities when required.
- Suggest improvements to appointment systems, communication processes, and patient experience.
- Ensure all work is completed with accuracy, professionalism, and attention to detail.
Application Question(s)
- Do you have prior medical related experience (studies/work experience)
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