Customer Service Executive

Customer Service Executive (Frontline)

The Customer Service Executive (Frontline) serves as the first point of contact for patients and caregivers engaging in sleep therapy services, including CPAP trials, equipment purchases, and ongoing support. The role focuses on delivering compassionate, accurate, and efficient service while ensuring compliance with medical device handling protocols, healthcare procedures, and patient confidentiality requirements.

Key Responsibilities

1. Patient Interaction & Frontline Service

• Welcome patients and caregivers warmly, creating a supportive and reassuring environment.
• Manage patient check-in, registration, and appointment coordination for sleep studies, CPAP trials, and follow-up sessions.
• Provide clear explanations of CPAP trial processes, equipment handling, and aftercare expectations.
• Handle patient inquiries, feedback, and concerns promptly, ensuring professional resolution or escalation where necessary.

2. Service Coordination & Administration

• Support the clinical and sales teams in coordinating CPAP trial setups, device fittings, and data downloads.
• Ensure accuracy and completeness of documentation, including patient information, consent forms, therapy notes, and service records.
• Manage billing and payment processing, including the issuance of invoices and receipts in accordance with clinic protocols.
• Maintain accurate inventory records for devices, accessories, and consumables.

3. Compliance & Quality Assurance

• Uphold patient confidentiality and comply with the Personal Data Protection Act (PDPA) and company policies.
• Adhere to healthcare service SOPs, infection control requirements, and medical device handling guidelines.
• Assist in collecting patient feedback and quality improvement data to enhance service delivery.
• Participate in ongoing training covering CPAP products, therapy updates, and patient communication standards.

4. Communication & Team Collaboration

• Liaise effectively with clinical specialists, respiratory therapists, and operations teams to support seamless patient care.
• Coordinate follow-ups for therapy reviews, device maintenance, and patient support calls.
• Contribute to a positive team culture through cooperation, reliability, and a strong service excellence mindset.

Qualifications & Requirements

Education

• Diploma or Degree in Nursing, Biomedical Science, Healthcare Administration, or a related field.

Experience

• 1–3 years of experience in a healthcare or medical device environment.
• Experience in sleep therapy, respiratory care, or patient services will be an advantage.

Skills

• Excellent communication and patient engagement skills.
• Proficiency in Microsoft Office and clinical CRM systems.
• Strong organizational and multitasking abilities.
• Basic understanding of CPAP or respiratory devices. Training will be provided where necessary.

Personal Attributes

• Compassionate, patient-focused, and attentive to detail.
• Professional demeanor with strong ethical standards.
• Calm and composed under pressure.
• Team-oriented with a proactive approach to problem-solving.

Performance Indicators (KPIs)

• Patient satisfaction (CSAT / feedback surveys).
• CPAP trial conversion rate and adherence follow-up.
• Accuracy in documentation and billing.
• Service turnaround time and responsiveness.
• Compliance with SOPs, PDPA, and safety standards.

Work Environment

• Clinical or retail healthcare setting, such as a sleep clinic or therapy center.
• Regular interaction with patients, caregivers, and healthcare professionals.
• Occasional weekend or evening shifts may be required based on clinic operations.

Employment Opportunities

We are currently hiring for two (2) positions:

• 1 × Permanent Customer Service Executive (Frontline)

• 1 × 6-Month Contract Customer Service Executive (Frontline)

  Contract Period: October 2026 to March 2027

Working Hours

• Jackson Square:
  Monday- Friday (9am-6pm)
  Alternate Saturday (9-1pm)

• Retail Outlet (5-day work week based on retail operating hours):
  Monday to Friday**:** 9:45 AM – 8:00 PM
  Saturday, Sunday & Public Holidays**:** 9:45 AM – 6:00 PM
  Working days and rest days will be scheduled according to operational requirements.