Patient Liaison Executive

About the role

We are seeking a compassionate and proactive Patient Liaison Executive to support patients throughout their fertility journey, from initial enquiry to appointment and ongoing follow-up. In this role, you will serve as a key point of contact for prospective and existing patients, ensuring timely communication, seamless coordination, and an exceptional patient experience. You will also provide morning Clinical Assistant support for the assigned Consultant clinic while collaborating closely with doctors, nurses, and other departments to drive patient satisfaction and lead-to-case conversion.

Why Join Us?
We value our employees and offer a comprehensive package designed to support your well-being and career growth:

• Attractive Compensation: Competitive Salary + Performance Bonus
• Generous Time Off: Enjoy 16 days of Annual Leave plus special Birthday Leave to celebrate your special day.
• Comprehensive Health Benefits: Insurance coverage + Outpatient, Dental & Optical benefits to keep you covered.
• Wellness Perks: Stay healthy with free annual flu vaccines and blood tests.
• Career Growth: Clear opportunities for career advancement within the healthcare industry.
• Supportive Culture: Work in a collaborative, team-oriented environment where your contributions are valued.

What You’ll Do :

• Be the First Point of Contact: Manage patient enquiries through phone, WhatsApp, and other communication channels, providing prompt, professional, and empathetic assistance.
• Guide Patients Through Their Journey: Provide accurate information and ongoing support throughout the enquiry, appointment, and treatment process.
• Drive Lead-to-Case Conversion: Systematically follow up on enquiries and leads, ensuring no patient opportunities are missed while supporting conversion efforts.
• Build Strong Patient Relationships: Maintain regular communication with prospective and existing patients, delivering a positive and reassuring experience.
• Coordinate Across Teams: Act as the liaison between patients, doctors, nurses, and relevant departments to ensure smooth coordination and continuity of care.
• Support Clinical Operations: Provide morning Clinical Assistant support for the assigned Consultant clinic, typically for 1–2 hours daily.
• Maintain Accurate Records: Update and manage patient enquiries, follow-ups, appointments, and case statuses within the CRM system.
• Support Patient Care Initiatives: Assist the Nursing Careline and participate in patient engagement and marketing activities when required.
• Monitor and Report Progress: Track enquiry pipelines, appointments, and lead status, providing timely updates to management and stakeholders.

What We Are Looking For :

• Education: Diploma or Degree in Nursing, Healthcare, Marketing, Business Administration, Customer Service, or a related field.
• Experience: Minimum 2 years of experience in customer service, patient coordination, healthcare administration, or a related role.
• Healthcare Exposure: Experience in fertility services, patient liaison, or a similar healthcare environment will be an added advantage.
• Language Proficiency: Excellent verbal and written communication skills in English and Bahasa Malaysia.
• Interpersonal Skills: Strong communication, empathy, relationship-building abilities, and a patient-focused mindset.
• Technical Skills: Proficient in CRM systems and standard office software with strong attention to detail in record management.