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. Originally posted on Himalayas