The posting
Job Description & Requirements – Clinic Receptionist
Position: Clinic Receptionist / Front Desk Executive Employment Type: Full-Time / Part-Time Industry: Physiotherapy / Healthcare
Job Overview
We are looking for a responsible, organised, and service-oriented receptionist to manage the day-to-day front desk operations of our physiotherapy clinic.
As the first point of contact for patients, you will play an important role in creating a professional and welcoming experience while ensuring that appointments, payments, enquiries, and administrative matters are handled accurately and efficiently.
The ideal candidate should be proactive, dependable, detail-oriented, and able to work independently without requiring constant supervision.
Key Responsibilities
Patient Reception & Customer Service
- Welcome and attend to patients professionally and courteously.
- Respond promptly to phone calls, WhatsApp messages, and patient enquiries.
- Assist patients with appointment bookings, rescheduling, cancellations, and general clinic enquiries.
- Provide clear and accurate information regarding clinic services, appointment procedures, fees, and administrative matters.
- Manage difficult or dissatisfied patients professionally and escalate issues when necessary.
- Maintain patient confidentiality and professionalism at all times.
Appointment & Schedule Management
- Manage physiotherapists' appointment schedules efficiently.
- Confirm upcoming appointments and follow up with patients when required.
- Handle cancellations and rescheduling promptly to minimise empty appointment slots.
- Maintain an organised waiting list and contact patients when earlier appointment slots become available.
- Ensure sufficient time is allocated according to appointment type and clinic procedures.
- Communicate schedule changes promptly to patients and clinicians.
Payments & Administrative Duties
- Collect and process patient payments accurately.
- Issue receipts and invoices where required.
- Handle packages, outstanding payments, deposits, and other transactions according to clinic policies.
- Perform daily reconciliation of payments and transactions.
- Assist with insurance, corporate, referral, or administrative documentation where applicable.
- Maintain accurate patient information and administrative records.
- Perform filing, scanning, data entry, and other general administrative duties.
Clinic Operations
- Ensure the reception and waiting areas remain clean, organised, and presentable.
- Monitor clinic supplies and inform the appropriate person when stocks need replenishment.
- Coordinate with physiotherapists and other team members to ensure smooth patient flow.
- Assist with opening and/or closing procedures according to clinic SOPs.
- Identify operational problems early and take reasonable steps to resolve them or escalate them appropriately.
- Follow all clinic SOPs, policies, and administrative procedures.
Teamwork & Communication
- Communicate clearly and professionally with physiotherapists, management, patients, and other staff.
- Provide proper handovers for unresolved matters.
- Support colleagues when required to ensure smooth clinic operations.
- Take ownership of assigned responsibilities rather than waiting to be repeatedly reminded.
- Inform management promptly of significant patient complaints, operational problems, scheduling issues, or other matters requiring attention.
Job Requirements
- Minimum GCE N/O Levels, NITEC, Diploma, or equivalent.
- Previous experience in reception, customer service, administration, healthcare, or a clinic environment is preferred.
- Comfortable communicating with patients both in person and through phone/WhatsApp.
- Basic computer literacy and ability to learn clinic management and booking systems.
- Good spoken and written English.
- Ability to communicate in additional languages is an advantage.
- Good organisational and time-management skills.
- Strong attention to detail, particularly when handling appointments, patient information, and payments.
- Able to multitask and remain composed during busy clinic periods.
- Reliable and punctual.
- Able to work independently and take initiative.
- Willing to follow established clinic SOPs and procedures.
- Able to work effectively as part of a team.
Personal Attributes We Value
We are looking for someone who is:
Responsible – Takes ownership of their duties and follows through on tasks.
Proactive – Identifies what needs to be done instead of waiting for instructions for every task.
Reliable – Arrives punctually, maintains good attendance, and communicates responsibly regarding leave or unexpected circumstances.
Detail-oriented – Understands that mistakes in appointment scheduling, payments, or patient information can affect both patients and clinicians.
Professional – Communicates respectfully with patients and colleagues even during stressful situations.
Service-oriented – Understands that the patient experience begins from the first phone call or message to the clinic.
Team-minded – Willing to support colleagues and contribute to the smooth running of the clinic.
Performance Expectations
The receptionist is expected to:
- Respond to patient enquiries within the clinic's expected response time.
- Maintain accurate appointment schedules and patient information.
- Minimise preventable scheduling and administrative errors.
- Complete assigned administrative duties within the required timeframe.
- Follow clinic opening, closing, payment, scheduling, and communication SOPs consistently.
- Maintain professional communication with patients and colleagues.
- Provide proper handovers before going off duty or on leave.
- Demonstrate reliability, punctuality, accountability, and initiative.
- Escalate important matters appropriately rather than leaving them unresolved.
The overall objective of this role is to ensure that patients receive a professional and efficient experience and that the clinic can operate smoothly even when management is not physically present.
