Call Centre Executive (Based in Malaysia/ Work from Home!)

Healthway Medical Group; Singapore; Remote; SGD 20,000 - 60,000; Full time

Job summary

A leading healthcare provider is seeking a dedicated Call Centre Executive to support their Executive Health Screening and Medical Concierge services. This remote role requires excellent communication skills and the ability to manage patient enquiries with professionalism. Responsibilities include handling calls and messages, scheduling appointments, and maintaining patient records. Ideal candidates will have prior call centre experience and be proficient in English and Mandarin. Training on necessary systems will be provided.

Benefits

Remote-based employment with structured working hours

Training on systems and processes

Supportive team culture

Qualifications

• Comfortable handling patient-sensitive matters with empathy and discretion.
• Ability to work independently in a remote setup with reliable internet.
• Training on systems provided.

Responsibilities

• Answer inbound calls, WhatsApp messages, and emails.
• Schedule Executive Health Screening and GP review appointments.
• Update and maintain accurate patient records.

Skills

Excellent communication in English and Mandarin

Empathy, patience, and discretion

Previous call centre or healthcare admin experience

Education

Minimum Sijil Pelajaran Malaysia

Tools

CRM/CMS systems (Plato, Galen, Nubitel)

Job description

Position Overview

We are seeking a dedicated Call Centre Executive to support Healthway Medical Group’s Executive Health Screening (EHS) and Medical Concierge services.
This role is remote (based in Malaysia) and requires excellent communication skills, strong attention to detail, and the ability to manage patient enquiries with professionalism and empathy.

The Call Centre Executive will serve as the first point of contact for patients across multiple channels (phone, WhatsApp, email), ensuring smooth coordination of appointments, medical report reviews, and follow-up processes.

Key Responsibilities

1. Patient Enquiries & Appointment Handling

• Answer inbound calls, WhatsApp messages, and emails.
• Manage call flow, ensuring patients are connected or followed up promptly.
• Schedule Executive Health Screening (EHS) and GP review appointments.
• Confirm appointments and send pre-registration or reminder SMS/emails.
• Handle urgent escalations (medical reviews) by coordinating with medical team.

2. Medical Report Follow-Up & Review Coordination

• Engage patients once medical reports are released.
• Offer appointment booking within Healthway.
• Secure patient review slots.
• Ensure patient confidentiality (encrypted reports, PDPA compliance).

3. Service Excellence & Patient Journey Support

• Patient-Centric Communication and ensure patients feel consistently cared for across multiple touchpoints.
• Expectation Management & Reassurance.
• Turn a service issue into a positive impression by ensuring the patient feels heard and prioritised.

4. System & Documentation Management

• Update and maintain accurate patient records.
• Document medical review bookings, referral letters, and follow-up notes.
• Monitor WhatsApp broadcast templates and email formats for consistency and compliance.
• Prepare daily/weekly appointment and service reports as required.

5. Compliance & Quality Assurance

• Ensure adherence to PDPA 2012 and Healthway’s data protection standards.
• Follow call handling scripts and service recovery protocols.
• Participate in regular training, role-play simulations, and re-validation on packages and patient handling.
• Support QA audits by providing logs and call recordings when required.

Requirements

• Minimum Sijil Pelajaran Malaysia and above.
• Previous call centre or healthcare admin experience preferred.
• Excellent communication in English and Mandarin (Bahasa Indonesia is an advantage).
• Comfortable handling patient-sensitive matters with empathy, patience, and discretion.
• Familiarity with CRM/CMS systems (Plato, Galen, Nubitel) is advantageous (training will be provided).
• Ability to work independently in a remote setup with reliable internet connectivity.

What We Offer

• Remote-based employment with structured working hours.
• Training on systems (Plato, Nubitel, Galen) and EHS/TPA processes.
• Exposure to healthcare concierge service standards (Singapore Airlines x Singapore General Hospital level of service).
• Supportive team culture with ongoing coaching and re-validation of skills.