Patient Service Officer

Roles & Responsibilities

We are looking for a passionate and service-oriented Patient Service Officer who enjoys working with people, thrives in a multicultural environment, and values continuous learning and professional growth. As a Patient Service Officer, you will be the first point of contact for patients, internal and external customers, whether in person, over the phone, or via email.

This role offers valuable exposure to family medicine, paediatrics, travel medicine, telehealth services, and international patient care. You will work closely with experienced clinicians and healthcare professionals, providing professional and patient-centric support to a diverse international patient population, including Mandarin-speaking expatriate patients and their families.

The Patient Service Officer will work in conjunction with the Patient Service Supervisor and Clinic Leadership to support all frontline patient services.

JOB RESPONSIBILITIES:

• Front Desk Operations: Manage a clean, organized, and welcoming patient service desk and waiting area, ensuring readiness during clinic hours.
• Patient Interaction: Greet and assist patients and visitors professionally, managing check-ins, walk-in registrations, appointment bookings, and patient enquiries.
• Appointment Management: Schedule, reschedule, and coordinate appointments (including follow-ups and delays), both in-clinic and over the phone/email.
• Call Centre Duties: Handle high volumes of inbound/outbound calls, triage clinic-specific queries, and route calls to appropriate teams.
• Email & Communication Management: Respond to patient emails, confirm online bookings, and manage clinic communication platforms.
• Insurance & Billing Support: Support in-clinic Insurance Direct Billing (IDB) related tasks, update billing details, and collect payments during patient visits.
• Clinical Coordination: Support clinical teams with referrals, lab sample handovers, and follow-up scheduling.
• Telehealth & Documentation: Conduct basic tele-triage and maintain accurate records of patient communications and actions.
• End-of-Day Procedures: Close the clinic by securing systems, balancing transactions, and locking up according to protocol.

JOB REQUIREMENTS: -

• NITEC / Higher NITEC / Diploma in Healthcare Administration, Business, or related field.
• At least 2 years' experience in a healthcare, clinic, patient service, or customer-facing environment is preferred.
• Prior experience with front-desk operations, call centre work, or patient services will be an advantage.
• Proficient in spoken and written Mandarin and English, with the ability to communicate effectively with Mandarin-speaking patients and stakeholders.
• Proficient in using Microsoft Office applications and clinic management systems.
• Familiarity with medical terminology and clinical workflows is desirable.
• Proven ability to multitask effectively and manage time well in a dynamic, fast-paced clinical environment.
• Strong interpersonal skills, with a warm and patient-centric approach and a commitment to delivering high-quality customer service.
• Strong problem-solving skills with the ability to assess situations quickly and escalate issues appropriately.
• Collaborative team player with a proactive attitude.

What We Offer

• Attractive working hours (closed on Sundays & Public Holidays)
• Flexible roster arrangements to support work-life balance

We regret that only shortlisted candidates will be notified.

Tell employers what skills you have

Microsoft Applications
Healthcare Services
Empathy
Administrative Work
Interpersonal Skills
Healthcare
Mandarin Chinese
Soft Skills
Answering Telephones
Multitasking
Team Player
Computer Literacy
Able To Work Independently