Assistant Clinic Manager – Client Experience & Operations

INC. HEALTH PTE. LTD.; Singapore; On-site; SGD 38,000 - 42,000; Full time

Job summary

INC. HEALTH PTE. LTD. is seeking an Assistant Clinic Manager – Client Experience & Operations to oversee the client journey across online and in-clinic touchpoints.

This role ensures leads, new clients and existing clients are managed, followed up clearly, and not lost due to gaps in communication, systems, booking issues or handovers. You will manage daily clinic operations, chatbot/CRM workflows, appointment and room coordination, claims, inventory, reporting and service improvements.

Qualifications

• Minimum 3–5 years’ experience in clinic operations, healthcare administration, client service or related fields.
• Prior clinic or healthcare experience is preferred.
• Experience with insurance, MediSave, CHAS, TPA or panel claims preferred.
• Experience using CRM systems, clinic management systems, chatbots, calendars or workflow trackers preferred.
• Strong spoken and written English.
• Excellent organisation, follow-up and problem-solving skills.

Responsibilities

• Oversee the non-clinical client journey from enquiry to booking, visit, follow-up and closure.
• Monitor leads and existing clients; ensure timely follow-up and information flow.
• Oversee chatbot/CRM conversations for timeliness, accuracy and tone.
• Ensure in-person client experiences are warm, discreet and well managed.
• Coordinate appointments, rooms and practitioners with no clashes.
• Maintain clinic readiness, cleanliness and professional environment daily.
• Manage inventory, claims and service reporting; implement improvements.

Skills

Client experience

Operations coordination

CRM systems

Communication skills

English proficiency

Problem-solving

Multitasking

Attention to detail

Tools

CRM systems

Clinic management systems

Chatbots

Calendars

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 sensitive concerns.

Working Arrangement

• 5.5-day work week.

• No night shifts.

• Full-time, on-site role.

• Working hours will follow clinic operational needs.

We Are Looking For Someone Who

• Takes ownership of the clinic as an operating system, not just a front desk.

• Can manage both client experience and operational details.

• Understands that timely follow-up affects trust, retention and revenue.

• Can supervise chatbot/CRM workflows without blindly relying on automation.

• Notices gaps, proposes improvements and follows through.

• Is comfortable with both hands-on clinic work and management-level coordination.