VIRTUAL ASSISTANT - PATIENT COORDINATION (PS - 09042026 - FTVAPC)

Position: Virtual Assistant - Patient Coordination Number of hours: 40 hours/week (TBA) Schedule: Singapore (SGT) Key Responsibilities Patient Booking and Scheduling • Manage patient bookings, rescheduling, and cancellations through Cliniko. • Process appointment requests within the same business day. • Ensure patient information, contact details, intake forms, and referral details are complete and accurate. • Schedule new patients according to clinic booking procedures. • Secure both initial assessments and follow-up appointments during new patient bookings. • Maintain practitioner schedules by reducing gaps and improving appointment utilisation. Patient Communication and Support • Act as the primary responder for patient enquiries through Zeya Converse (WhatsApp). • Respond professionally to appointment-related questions, booking requests, rescheduling needs, and cancellations. • Resolve conversations and archive completed threads accurately. • Ensure all patient messages have a clear action or outcome. • Coordinate with internal team members to prevent missed or duplicated communication. Waitlist and Lead Management • Monitor waitlists and proactively offer available appointment slots. • Contact waitlisted patients promptly when cancellations occur. • Follow up with new enquiries that have not converted into bookings. • Conduct scheduled follow-ups with potential patients at agreed intervals. • Re-engage inactive or previous leads through appropriate communication. Recall and Patient Retention • Manage patient recall processes through Cliniko. • Contact patients within required timelines after recall notifications. • Support patient retention through timely and professional follow-up. Records Management and Compliance • Maintain accurate patient records in Cliniko. • Document cancellations according to clinic procedures. • Protect patient confidentiality and follow Singapore PDPA requirements. • Escalate patient concerns, unusual requests, or risks to the Practice Manager. Qualifications • Proven experience in virtual assistance, healthcare administration, patient coordination, customer service, or appointment scheduling. • Experience managing appointment systems, calendars, or client management platforms (experience with Cliniko or healthcare booking systems is an advantage). • Excellent written and verbal English communication skills. • Strong organisational skills with the ability to manage multiple priorities and follow structured processes. • High attention to detail, especially when handling patient information, schedules, and records. • Ability to work independently, manage time effectively, and remain reliable in a remote environment. • Comfortable communicating with patients professionally through messaging platforms such as WhatsApp. • Strong problem-solving skills and the ability to escalate issues appropriately. • Experience working with healthcare, wellness, medical, or allied health practices is preferred. • Understanding of confidentiality and handling sensitive patient information is highly desirable.