Receptionist/Customer Service Office

1. Front Desk & Customer Service

• Attend to clients via walk-in, telephone, WhatsApp and email.
• Manage enquiries, appointments, walk-ins, Oyen claims, queues and customer reminders.
• Register clients and patients, verify information and update waiting times.
• Handle complaints, direct enquiries to relevant departments and escalate unresolved matters.
• Maintain front desk cleanliness and receive parcels for relevant departments.

2. Hospital & Department Coordination

• Coordinate appointments, surgeries, admissions, discharges and visitations.
• Liaise with Veterinarians, Nursing/Ward, Pharmacy, Laboratory, Surgery, Cleaners, Management, STARLUX and other departments.
• Follow up on pending matters and promptly notify the medical team of emergencies.

3. Billing & Payment

• Verify accounts, charges, deposits and outstanding balances.
• Process payments, issue invoices and receipts, and update cashier reports.
• Perform cash counts and terminal settlements as required.
• Escalate payment exceptions and promptly report billing discrepancies.

4. Admission, Discharge & Client Records

• Manage admission and discharge documents, consent forms and payment requirements.
• Ensure clients receive the required documents, medication and instructions from the relevant team.
• Maintain accurate client, patient, Case Remarks, handover and billing records.
• Refer medical enquiries to the attending Veterinarian and maintain confidentiality.

5. Shift Handover & Follow-Up

• Review previous shift handovers and follow up on pending cases, payments, documents, complaints and other outstanding matters.
• Provide complete and accurate handovers, including current status and required follow-up actions.

6. Professional Standards & Compliance

• Maintain professional appearance, conduct and communication.
• Comply with Company policies, hospital SOPs and operational procedures.
• Use hospital resources responsibly and obtain approval for decisions beyond assigned authority.
• Take responsibility for assigned duties and ensure proper follow-up or handover.
• Maintain positive working relationships and contribute to improving the hospital's Google Review rating.