CLINIC RECEPTIONIST, CONSULTANT CLINIC

Front Desk and Administrative Duties 

• Greet patients and visitors professionally and courteously. 

• Register follow-up patients and update existing patient information accurately. 

• Manage appointment bookings, rescheduling, walk-in queues and update patient appointments using the Encoremed system. 

• Answer phone calls, respond to inquiries, direct calls to the appropriate personnel, and answer email inquiries promptly. 

• Verify payment, insurance and corporate panel entitlement before consultation. 

• Schedule, confirm, and coordinate with nurses, Consultants, and other services to ensure efficient clinic operations. 

• Ensure the reception area is tidy, welcoming, and organized at all times. 

Equipment & Clinic Support 

• Conduct routine checks on clinic equipment/machines (e.g., BP monitor, ultrasound machine, weight scale) for functionality and calibration validity. 

• Record and report any malfunctions to the BioMedical Engineering immediately. 

• Check expiry dates of medical chemicals, solutions (e.g., disinfectants) and ensure proper stock rotation. 

• Monitor the sharp bin and other biohazard waste containers; ensure timely disposal per SOP. 

• Assist consultants in ordering, receiving, and restocking of consumables and supplies. 

• Assist with minor clinical tasks (e.g., preparing and setting up clinics) when required. 

Work Schedule, Availability and Cross-Clinic Support 

• To rotate and provide coverage at other clinics when assigned. 

• Must be available to work all assigned hours and shifts following clinic operational needs. 

• To work on weekends or extended hours if clinic operating hours are revised in the future. 

• Must report for duty promptly during emergencies or when called upon, including after-hours support if required. 

Customer Service & Professionalism 

• Handle feedback, complaints, and concerns in a professional and empathetic manner. 

• To adhere to Standard People Practice (SPP) at all times. 

Compliance, Safety & Quality 

• Ensure all duties follow clinic SOPs. 

• Maintain patient confidentiality, security of patient records and comply with the Personal Data Protection Act (PDPA). 

• Promptly escalate any safety, operational, or patient-related concerns to the related personnel. 

• Ensure all tasks are performed following the Key Performance Indicators (KPIs) set by Management. 

• Responsible and accountable for carrying out duties as in the Occupational Safety and Health Act Regulations 1994. 

• Conform to standards under ISO 9001:2000, ISO 14001:2004, OHSAS 18001:2007, and other hospital accreditation standards such as MSQH and JCI. 

• Comply with infection control protocols at all times. 

• Participate in proper waste management and ensure compliance with environmental policies. 

• Responsible and accountable for carrying out all 5S activities directed by the Management.

Education: Minimum Sijil Pelajaran Malaysia (SPM) or Diploma in any discipline 

Knowledge and Experiences: 

• At least 1–2 years of working experience in a healthcare or customer service environment. 

• Familiarity with outpatient clinic processes and healthcare terminology is an advantage. 

• Experience with clinic management software or electronic health records (EHR) preferred. 

Skills & Competencies: 

• Excellent communication and interpersonal skills. 

• Good command of English and Bahasa Malaysia; other languages are an advantage. 

• Able to multitask, stay organised, work independently in a fast-paced environment or as part of a team  

• Basic computer literacy (MS Office, data entry systems). 

Special skills required 

• Proficiency in patient registration and appointment systems. 

• Knowledge of medical billing and insurance verification processes. 

Personal attributes  

• Friendly, patient, and compassionate. 

• High level of integrity and professionalism. 

• Attentive to detail. 

• Ability to work under pressure and remain calm. 

• Strong team player with a proactive attitude.