Head of Customer Service and Frontdesk

Prohealth Asia Limited; Hong Kong; On-site; HKD 469,000 - 725,000; Full time

Benefits offered by this job

5.5 day work week

MTR nearby locations

Comprehensive benefits

Job summary

Prohealth Sports and Spinal in Hong Kong seeks a proactive Head of Customer Service / Front Desk Lead to run front-of-house operations, supervise junior staff, and ensure a compassionate patient experience from entry to discharge.

You will manage check-ins, appointments, billing, and insurance submissions while collaborating with clinical teams. Fluency in English and Cantonese is essential; Mandarin a plus. This role offers a 5.5-day work week and locations near MTR with comprehensive benefits.

Qualifications

• Minimum 5 years of administrative experience in a medical clinic, private practice, hospital, or high-end wellness/hospitality setting, with proven front-desk supervisory experience.
• Fluent oral and written communication in English and Cantonese; Mandarin is a plus.
• Strong command of MS Office (Word, Excel, Outlook). Prior experience managing direct insurance billing and third-party payer claims is preferred.

Responsibilities

• Greet patients and deliver high-touch customer service.
• Oversee patient check-ins, registrations, and departures; maintain a welcoming reception area.
• Coordinate appointment scheduling, cancellations, and reallocations to optimize therapist utilization and reduce wait times.
• Supervise junior reception staff and ensure SOP adherence.
• Process patient billings and daily till reconciliations; manage insurance claims submissions and deadlines.
• Maintain accurate electronic patient records and clinic inventory.

Skills

Front desk supervision

Billing experience

MS Office

Bilingual English Cantonese

Tools

MS Office Suite

Insurance billing software

Job description

Prohealth Sports and Spinal is a well-established, highly regarded, and busy physiotherapy practice with clinics in Central, Tsim Sha Tsui and Quarry Bay. Our multidisciplinary team delivers the highest standards of sports, spine, and rehabilitation care. Backed by an experienced clinical team and modern facilities, we are dedicated to restoring patient mobility and peak performance through collaborative, patient-centered care. We are seeking a dedicated, professional individual to oversee our front desk and reception operations as well as our customer services.

Position Overview

We are seeking a proactive, polished, and experienced Head of Customer Service / Front Desk Lead to serve as the primary ambassador of our clinic. In this pivotal role, you will lead front-of-house operations, supervise junior administrative and front desk personnel, liaise closely with clinical practitioners, and ensure that every patient receives a seamless, compassionate, and professional experience from entry to discharge.

Key Responsibilities

Act as the professional face of the practice, greeting patients warmly and delivering high-touch customer service.

Oversee patient check-ins, registrations, and departures while maintaining a welcoming, organized, and immaculate reception area.

Coordinate appointment scheduling, cancellations, and reallocations to optimize therapist utilization and minimize patient wait times.

2. Team Supervision & Process Improvement

Supervise, mentor, and cross-train junior reception staff, ensuring adherence to standard operating procedures (SOPs).

Delegate daily administrative tasks, oversee front-desk handovers, and monitor team activities and procedures.

3. Billing, Revenue Cycle & Insurance Administration

Process patient billings, collect payments across multiple tender types, and complete precise daily end-of-day till reconciliations.

Oversee the end-to-end submission and reconciliation of medical insurance claims, ensuring strict adherence to insurer guidelines and submission deadlines.

Resolve billing discrepancies and follow up on outstanding claims or guarantor pre-approvals.

Maintain accurate, up-to-date electronic patient records and clinic inventory.

Qualifications & Requirements

Experience: Minimum 5 years of administrative experience in a medical clinic, private practice, hospital, or high-end wellness/hospitality setting, with proven front-desk supervisory experience.

Language Proficiency: Fluent oral and written communication skills in both English and Cantonese are essential. Fluency in Mandarin is an advantage.

Technical Proficiency: Strong command of the MS Office Suite (Word, Excel, Outlook). Prior experience managing direct insurance billing and third-party payer claims is strongly preferred.

Core Competencies: Exceptional interpersonal and problem-solving skills; proven ability to multi-task calmly under pressure in a fast-paced environment; strong leadership presence with an approachable, service-oriented attitude.

What We Offer

Work-Life Balance: 5.5 working days with one scheduled Saturday off per month. Sundays and Hong Kong General / Public Holidays off.

Culture: A collaborative, professional, and friendly team.

Compensation: Competitive remuneration package with comprehensive benefits.

Accessibility: Clinic locations situated just a few minutes’ walk from the MTR station.

With over 25 years of expertise, 4 locations in Hong Kong, and 8 across Asia, we’re proud to be a leading name in healthcare.

With over 25 years of expertise, 4 locations in Hong Kong, and 8 across Asia, we’re proud to be a leading name in healthcare.