SENIOR EXECUTIVE, CUSTOMER CARE & EXPERIENCE

The Customer Service Executive is responsible for delivering excellent customer service by assisting patients and visitors, handling inquiries, managing appointments, and ensuring smooth front-desk operations. This role serves as the first point of contact and represents the professionalism and service quality of the clinic.

JOB DESCRIPTION

• Handle patient registration and patient follow up.

• Prepare the related documentation and apply Guarantee Letter (GL), check GL status of the patient (outpatients & inpatients) & follow-up with the Insurance Company when necessary.

• Arrange patient appointment according to clinic operation hour based on Consultant Ophthalmologist surgery/work schedule.

• Able to provide a quick explanation of the eye condition or service available as patient inquiry over the counter as well as over the phone.

• Monthly ordering of the office supplies to the internal purchasing department.

• Manage the medication stock for the clinic usage and flow (ordering, stock checking, stock return/exchange).

• Prepare the patient files on daily basis ,ensure medical room record is neat and tidy.

• Ensure charges are billed accordingly to patient and the collection is accurate.

• Ensure daily closing till is supported with documents and tally with cash collection.

• Supporting role(s) – subject to operational needs.

• Take basic Visual Acuity and handle Auto-refractor machine.

• Discharging/dispensing medications to patients.

• Obtain patient feedback/testimonial by conducting patient surveys. 

• Assist in company/marketing event (eg:roadshows / in-house event). Any other work matters as per instruct by superior.

JOB REQUIREMENT

• Minimum Diploma in Business Administration, Customer Service, Healthcare Management, or related field.
• 1–2 years of working experience in customer service, preferably in a healthcare or retail setting (fresh graduates are welcome).