Assistant Clinic Manager - Client Experience & Operations

INC. HEALTH PTE. LTD.; Singapore; On-site; SGD 36,000 - 39,000; Full time

Job summary

Reiwa Health in Singapore is seeking an Assistant Clinic Manager - Client Experience & Operations to oversee the client journey across online and in-clinic touchpoints. You will ensure leads, new clients and existing clients are managed, followed up clearly, and not lost due to gaps in communication, systems, or handovers.

You will run daily clinic operations, manage chatbot/CRM workflows, appointment and room coordination, claims, inventory, reporting and service improvements.

Qualifications

• 3–5 years in clinic operations or healthcare administration.
• Experience with insurance, MediSave, CHAS, TPA or panel claims preferred.
• Experience using CRM systems and clinic management tools.
• Strong English, well-organised and detail-oriented.
• Ability to coordinate with doctors, admin staff and vendors.

Responsibilities

• Own the non-clinical client journey from enquiry to booking and follow-ups.
• Oversee chatbot/CRM workflows and online conversations.
• Manage in-clinic client experience from check-in to rebooking and follow-ups.
• Coordinate appointments, rooms and practitioners’ schedules.
• Ensure clinic readiness, cleanliness and incident handling.
• Track inventory, claims and reporting for improvements.
• Identify gaps and recommend service improvements.

Skills

Organizational skills

English proficiency

Problem solving

Tools

CRM

Clinic management systems

Chatbots

Calendars

Spreadsheets

Workflow trackers

Job description

Assistant Clinic Manager - Client Experience & Operations

Permanent | Full-Time | 5.5-Day Work Week | No Night Shifts

Salary: S$3,200 - S$3,500

Job Overview

Reiwa Health is looking for a capable and organised Assistant Clinic Manager - Client Experience & Operations to oversee the client journey across both online and in-clinic touchpoints.

This role is responsible for ensuring that leads, new clients and existing clients are managed appropriately, followed up clearly, and not lost due to poor communication, weak systems, booking issues or missed handovers.

You will oversee daily clinic operations, client experience, chatbot/CRM workflows, appointment and room coordination, claims, inventory, reporting and service improvement.

This role is suitable for someone who can think beyond daily tasks and help improve how the clinic runs.

Key Responsibilities

• Client Journey Ownership
• Oversee the non-clinical client journey from enquiry to booking, visit, follow-up, rebooking and appropriate closure.
• Monitor the status of leads and existing clients regularly.
• Ensure suitable leads and existing clients are followed up in a timely and appropriate manner.
• Identify where clients drop off and recommend ways to improve client experience, conversion, rebooking and retention.
• Ensure clients receive accurate information and clear next steps throughout their journey.
• Chatbot, CRM and Online Conversation Oversight
• Monitor chatbot, CRM and team-handled client conversations for timeliness, accuracy and tone.
• Ensure online replies use approved information and do not provide medical advice or unsupported claims.
• Review unresolved, sensitive, unclear or escalated conversations.
• Flag and improve gaps in chatbot scripts, CRM workflows, enquiry tagging, follow-up triggers and escalation pathways.
• Ensure no lead or existing client is lost due to system gaps or poor follow-up.
• In-Clinic Client Experience
• Ensure all in-person client interactions are warm, discreet, professional and well managed.
• Oversee check-in, waiting experience, payment, checkout, rebooking and follow-up handovers.
• Handle service issues, delays, complaints or client discomfort professionally.
• Ensure the client experience is consistent across online, chatbot, CRM and in-clinic touchpoints.
• Appointment, Room and Practitioner Coordination
• Ensure appointments, rooms and practitioners are scheduled accurately with no avoidable clashes.
• Check daily and upcoming schedules to ensure rooms, practitioners, clients and resources are aligned.
• Coordinate bookings, rescheduling, cancellations, room allocation and practitioner availability.
• Ensure appointment changes are updated promptly in the CRM, calendar and relevant trackers.
• Clinic Operations and Readiness
• Ensure the clinic is clean, organised and client-ready each day.
• Oversee room readiness for consultation, counselling and treatment spaces.
• Maintain daily cleanliness standards for reception, waiting area, rooms, pantry, toilet and client-facing spaces.
• Flag maintenance, equipment, ambience, air-conditioning, lighting or facility issues early.
• Inventory and Claims Management
• Ensure clinic supplies, consumables, hygiene items and office supplies are properly stocked.
• Track inventory levels, expiry dates, reorder points and stock discrepancies.
• Ensure expired or unsuitable items are not used.
• Oversee insurance, MediSave, CHAS, TPA or panel claims where applicable.
• Track claim status, missing documents, rejections, payment issues and follow-up actions.
• Reporting and Service Improvement
• Prepare regular reports on lead status, existing client status, bookings, follow-ups, claims, payments and operational issues.
• Track enquiry volume, conversion, booking status, rebooking, client drop-off points and revenue-related patterns.
• Highlight clients or leads requiring follow-up, escalation or re-engagement.
• Recommend practical improvements to client communication, chatbot flow, CRM tagging, follow-up systems, booking processes and clinic operations.
• Support implementation of approved workflow and service improvements.

Requirements

• Minimum 3-5 years' experience in clinic operations, healthcare administration, client service, operations coordination, hospitality, wellness or related fields.
• Prior clinic or healthcare experience is preferred.
• Experience with insurance, MediSave, CHAS, TPA or panel claims is preferred.
• Experience using CRM systems, clinic management systems, chatbots, calendars, spreadsheets or workflow trackers is preferred.
• Strong spoken and written English.
• Strong organisation, follow-up and problem-solving skills.
• Able to manage multiple moving parts without losing track of details.
• Comfortable reviewing data, client status and operational reports.
• Able to coordinate with doctors, therapists, admin staff, remote staff, vendors and system providers.
• Professional, discreet and calm when handling clients with private or sens