CLINIC RECEPTIONIST, CONSULTATION CLINIC

GENERAL DESCRIPTION 

The post holder is responsible for overseeing the outpatient clinic for the resident/sessional consultant and coordinating the consultant’s clinical, academic, and professional activities. The post holder reports directly to the Head of Services. 

JOB DESCRIPTION 

 ORGANIZATION AND MANAGEMENT 

• Ensure adherence to the organization’s vision, mission, goals, and objectives, in alignment with the scope of outpatient services, and carry out duties as assigned by the Head of Services to ensure the delivery of high-quality care. 

• Inform the Head of Services of any changes in circumstances that may affect service standards. 

• Manage the Resident/Sessional Consultant’s outpatient clinic, including proper scheduling of clinic appointments and surgical procedures, and ensure the clinic runs smoothly with high patient satisfaction. 

• Handle patient enquiries related to outpatient appointments and hospital admissions, including admission dates, procedures, insurance matters, billing, discharge, and follow-up care, ensuring all required forms are completed accurately. 

• Assist in coordinating and escorting patients to relevant departments (e.g., Radiology, Laboratory) for required investigations or procedures. 

• Schedule patient appointments using the system and fully utilize the system to optimize scheduling, improve patient engagement, and ensure a seamless and well-coordinated care journey. 

• Update the daily census and maintain an organized database filing system.  

• Dispatch patient medical records to HIMS after the clinic session ends. 

• Carry out additional duties or responsibilities as assigned by the superior or management to support clinic operations and maintain high standards of patient care. 

• Ensure the clinic environment is consistently clean, organized, and well-prepared, with all necessary equipment and supplies ready for daily operations. 

• Maintain strict confidentiality of patient information in compliance with PDPA regulations and clinic policies when handling records. 

• Prepare and review appointment lists two days in advance, confirm appointments with patients via telephone, submit Guarantee Letter (GL) requests early at the GL counter, and update the consultant on the finalized schedule. 

HUMAN RESOURCE AND DEVELOPMENT 

• Take responsibility for personal and professional development by maintaining required learning hours and staying updated with professional advancements. 

• Actively participate in and contribute to departmental programs and hospital activities. 

• Engage in hospital initiatives and promote quality improvement through evidence-based practice. 

• Provide professional and high-quality customer service at all times. 

FACILITIES AND EQUIPMENT 

• Operate and maintain specialized equipment within the unit, ensuring accurate and up-to-date records are kept. 

• Work closely with the manager to oversee equipment, medical supplies, consumables, and medications, ensuring proper functionality, adherence to the Planned Preventive Maintenance (PPM) schedule, and adequate stock and linen levels. 

• Report any faulty equipment to the biomedical team and assist in maintaining instruments and equipment through proper cleaning, handling, disinfection, and usage. 

• Participate in quarterly stock counts in collaboration with the finance department. 

SAFETY AND QUALITY IMPROVEMENT ACTIVITIES 

• Participate in and support continuous improvement initiatives, including quality assurance, infection prevention and control, as well as fire and safety programs. 

• Collaborate with the manager and take part in hospital-wide surveys such as MSQH, JCI, IMS, and other accreditation processes to support ongoing quality improvement efforts. 

• Comply with the Occupational Safety and Health Act 1994 and its regulations by exercising reasonable care at work, cooperating with the employer, using appropriate protective equipment, and adhering to patient safety goals, World Alliance recommendations, patient and family rights policies, standard people practices, and 5S activities. 

JOB  REQUIREMENT

Education: 

      Minimum Requirement: 

• SPM with credits in Bahasa Malaysia and Mathematics 

• Physically fit and able to work shifts 

A   Advantage (Preferred): 

• Certificate in Healthcare / Nursing Aide 

• Diploma in Healthcare-related field 

• Relevant hospital working experience 
   

  Knowledge and Experiences: 

• 1-3 years of proven experience in similar roles.  

Skills & Competencies: 

Special skills required 

• Strong analytical and problem-solving skills. 

•  Efficiently manages appointments, patient records, and schedules while handling multiple calls, emails, and walk-ins, prioritizing urgent matters effectively 

• Demonstrates clear and professional communication with patients, staff, and doctors, explaining procedures, appointments, and insurance matters in a friendly and empathetic manner. 

• Provides patient-centered service, handling inquiries and complaints professionally while using active listening and conflict-resolution skills, even in high-stress situations 

• Demonstrates punctuality and reliability while maintaining a professional image that positively represents the clinic. 

• Proficiency in software, phones and emails. 

Personal attributes  

• A results-oriented mindset, with the ability to work under pressure to meet deadlines. 

• Self-motivated and able to work independently. 

• Strong ethics and integrity. 

• Friendly and Approachable – Makes patients feel welcome and comfortable. 

• Excellent Communication Skills – Able to convey information clearly to patients, staff, and doctors. 

• Organized – Manages appointments, records, and documents efficiently. 

• Professional – Maintains a polite and respectful demeanor at all times. 

• Empathetic – Sensitive to patient needs and concerns. 

• Patient – Handles waiting patients or difficult situations calmly. 

• Attention to Detail – Ensures accuracy in scheduling, billing, and record-keeping. 

• Adaptable – Can manage unexpected changes in schedule or workflow. 

• Confidentiality-Conscious – Protects patient privacy and sensitive information. 

• Team Player – Collaborates well with nurses, doctors, and other staff.