Customer Service

Ever Link Fertility Centre; Petaling Jaya; On-site; MYR 28,000 - 50,000; Full time

Job summary

Ever Link Fertility Centre is seeking a proactive Front Desk Receptionist to ensure a welcoming environment for patients. You will greet guests, answer calls, schedule appointments, and manage patient information within the Clinic Management System, upholding safety protocols and accurate records.

You will also handle inquiries, collect feedback, and liaise with the marketing team to improve patient experience.

Qualifications

• Time management and communication skills essential.
• Formal business attire required.
• Ability to assist patients and provide support during procedures.
• Ability to ensure accuracy of information provided to patients during registration.
• Willingness to act as a chaperone during doctor appointments and clinical examinations when required

Responsibilities

• Greet guests and create a welcoming front desk environment.
• Answer all incoming calls and redirect messages with proper etiquette.
• Schedule appointments and update calendars in the Clinic Management System.
• Update patient files to ensure information is current and accessible.
• Direct patients to Cashier Room for payment.
• Provide information in-person, on the phone, or by email.
• Assist patients during procedures and encourage feedback on their experience.

Skills

Time management

Communication

Patient support

Chaperone

Tools

Clinic Management System

Google Forms

Job description

This role is the first point of contact for patients, responsible for creating a welcoming environment. Key duties include greeting guests, answering calls, scheduling appointments, managing patient information, and ensuring safety protocols at the front desk. This role also involves addressing patient inquiries, collecting feedback, and handling correspondence. Strong communication and time management skills are essential for providing exceptional support throughout the patient journey.

Working Hours
Monday to Friday: 8:00 AM – 4:00 PM
Saturday: 8:00 AM – 12:00 PM

Responsibilities

• Keep the front desk area tidy and presentable with all necessary materials (forms, pens, paper etc).
• Stand Up, Greet, and welcome guests politely upon arrival.
• Answer all incoming calls and redirect them or take messages in a proper phone etiquette.
• Scheduling appointments and updating calendars (eg.clinic meetings) into Clinic Management System.
• Update patient files and reports in the Clinic Management System to ensure information is current and accessible.
• Data entry/Update (patient’s info, channel of knowing ELFC etc).
• Prepare outgoing mail/messages/letters to patients.
• Keep updated records and files (eg. New registration form, feedback form, health declaration form).
• Following safety procedures and controlling access via the reception desk (monitor visitors’ logbook, registration into clinic system etc).
• Provide basic and accurate information in-person and via phone/email.
• Prepare vouchers (by event basis).
• Distribute and collect patient feedback using Google Forms and collaborate with the marketing team to analyze results and implement improvements.
• Perform other administrative duties such as filing, photocopying, transcribing, emailing etc.
• Assist patients at the center, ensuring they receive necessary information and support during procedures and encouraging feedback on their experience.
• Ensure the accuracy of information provided to patients during registration, including clarifying details for overseas patients and collecting necessary contact information.
• Take up other duties as assigned by management.
• Direct patients to Cashier Room for payment.
• Act as a chaperone during doctor appointments and clinical examinations, including ultrasound scanning, when required, to provide support to the patient.
• Time management and communication skills is essential as a customer service personnel.
• Take up other duties as assigned by management.
• Direct patients to Cashier Room for payment.

Requirements

• Time management and communication skills essential
• Formal business attire required
• Ability to assist patients and provide support during procedures
• Ability to ensure accuracy of information provided to patients during registration
• Willingness to act as a chaperone during doctor appointments and clinical examinations when required

Formerly known as Ever-Link Fertility Centre, established in 2019, the centre has grown into a trusted provider of fertility care in Kuala Lumpur. Today, as GenPrime Everlink Fertility Centre, we are proud to be part of the international GenPrime network, with branches in Thailand, the Philippines, Singapore, and the United States.

Formerly known as Ever-Link Fertility Centre, established in 2019, the centre has grown into a trusted provider of fertility care in Kuala Lumpur. Today, as GenPrime Everlink Fertility Centre, we are proud to be part of the international GenPrime network, with branches in Thailand, the Philippines, Singapore, and the United States.