Customer Care Representative (Medical Background ONLY)

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.
• 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.

Job Type: Full-time

Application Question(s):

• Do you have prior medical related experience (studies/work experience)

Work Location: In person