Front Desk and Client Care Specialist, Pasig

This position is responsible for providing exceptional customer service to patients and

clients of M Diagnostics Philippines. The Front Desk and Client Care Specialist will be

the first point of contact for patients, ensuring a welcoming and efficient experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

A. Front Desk Responsibilities:

1. Patient Registration:

a. Greet and welcome patients upon arrival at the clinic

b. Collect or verify patient information.

c. Schedule and reschedule appointments accurately.

d. Collect payments and other fees.

e. Maintain and update patient records as needed.

2. Phone Reception:

a. Answer phone calls promptly and professionally.

b. Schedule appointments and answer patient inquiries.

c. Manage incoming and outgoing calls efficiently.

3. Clinic Operations:

a. Maintain a clean and organized reception area.

b. Assist with other administrative tasks as needed.

c. Be updated on clinic operation information

B. Client Care Responsibilities:

1. Inquiries and Client Support:

a. Respond to all client inquiries via phone, email, and messenger (general information, service offerings, operational details, rates and promos).

b. Provide accurate and timely information to clients.

c. Address client concerns and resolve issues promptly and professionally.

2. Sample Logistics:

a. Oversee the entire sample collection and transportation process.

b. Coordinate sample pick-up from clients.

c. Initiate sample shipment to Singapore or the USA via authorized courier

d. Prepare required logistics documents (Commercial Invoice, Air Way Bill, BOQ Certificate).

e. Track and update sample shipments in the internal tracker

3. Result Management:

a. Receive clinical test results from Singapore.

b. Forward results to the Nurse for consolidation and encryption.

c. Send encrypted results to clients via the official CSR email address.

4. Sales Order Processing:

a. Create and manage Sales Orders for all clinical test services and genomics services.

b. Collaborate with the Finance team on Sales Orders.

c. Work closely with the Sales team to ensure accurate pricing and promotions