Client Relation Associate (with call centre experience)

FULLERTON HEALTHCARE GROUP PTE. LIMITED; Singapore; On-site; SGD 21,000 - 34,000; Full time

Job summary

FULLERTON HEALTHCARE GROUP PTE. LIMITED is seeking a Client Relations Associate (Clinical & Medical) to serve as the primary contact for Concierge Clients and ensure a seamless patient experience across touchpoints in our Central Region clinics.

The role covers end-to-end patient coordination, including administrative, operational, and selected clinical support functions, while complying with PDPA and organizational standards.

Qualifications

• Strong customer service orientation with Premium clients preferred.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to multitask and work in a fast-paced healthcare environment.
• Knowledge of clinic operations, billing processes, and insurance handling is advantageous.
• Relevant clinical certifications (e.g., phlebotomy, ECG) are an added advantage.

Responsibilities

• Act as the main liaison for Concierge Clients and deliver exceptional service throughout the patient journey (pre-appointment, during visit, post-care).
• Coordinate scheduling of appointments, confirmations, and reminder communications; oversee patient registration per PDPA regulations.
• Manage end-to-end billing processes including invoicing, payments, refunds, and supporting documentation.
• Prepare, process, and maintain medical reports, forms, and documentation within timelines; maintain filing and data protection compliance.
• Coordinate with doctors, specialists, laboratories, and internal departments to ensure smooth clinic operations; follow up on medical reports and patient requests.
• Provide assistance in clinical procedures and ensure adherence to infection control standards and clinical protocols.
• Manage clinic inventory and ensure adequate stock; handle medical and IT equipment with proper care.

Skills

Customer service

Interpersonal skills

Multitasking

Clinic operations

Insurance handling

Clinical certifications

Job description

Working Location: Ocean Financial Centre, Ngee Ann City, and Signature Paragon (Central Region) Working Arrangement: 44 hours per week, based on a 5.5-day work week (Monday to Friday, with an additional 4-hour shift on Saturday).

The Client Relation Associate (Clinical & Medical) serves as the primary point of contact for Concierge Clients, delivering a seamless, high-quality patient experience across all touchpoints. This role is responsible for end-to-end patient coordination, including administrative, operational, and selected clinical support functions, while ensuring compliance with regulatory and organizational standards.

Key Responsibilities

1. Patient Experience & Relationship Management

   Act as the main liaison for Concierge Clients.

   Deliver exceptional service throughout the patient journey - pre-appointment, during the visit, and post-care follow-up.

   Manage patient enquiries, feedback, escalations, and service recovery promptly and professionally to maintain high satisfaction levels.

2. Appointment & Administrative Operations

   Coordinate scheduling of appointments, confirmations, and reminder communications.

   Oversee patient registration, ensuring accuracy of personal and medical information in line with PDPA regulations.

3. Billing & Administrative Management

   Manage end-to-end billing processes including invoicing, payment collection, refunds, and supporting documentation, ensuring accuracy and compliance with internal policies.

4. Medical Documentation & Reporting

   Prepare, process, and maintain medical reports, laboratory requests, forms, and documentation accurately and within stipulated timelines.

   Maintain proper filing, scanning, and record management in compliance with data protection regulations.

5. Care Coordination

   Coordinate with doctors, specialists, laboratories, and internal departments to ensure smooth clinic operations.

   Follow up on medical reports, specialist reviews, and patient requests in a timely manner.

6. Clinical & Operational Support

   Provide assistance in clinical procedures.

   Ensure adherence to infection control standards and clinical protocols.

7. Inventory & Compliance

   Manage clinic inventory and ensure adequate stock levels of medical supplies.

   Ensure proper handling and maintenance of medical and IT equipment.

   Adhere strictly to organizational policies, procedures, and safety standards.

   Assist with any additional duties assigned by the Supervisor.

Key Requirements

• Strong customer service orientation with experience handling Premium clients preferred.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to multitask and work in a fast-paced healthcare environment.
• Knowledge of clinic operations, billing processes, and insurance handling is advantageous.
• Relevant clinical certifications (e.g., phlebotomy, ECG) are an added advantage.
• Familiarity with PDPA and healthcare compliance standards is preferred.