Job Summary:

The Customer Service Executive (Frontline) is the first point of contact for patients and caregivers engaging in sleep therapy services, including CPAP trials, equipment purchase, and ongoing support. The role focuses on delivering compassionate, accurate, and efficient service while ensuring compliance with medical device handling protocols and patient confidentiality.

Key Responsibilities:

1. Patient Interaction & Frontline Service

• Welcome patients and caregivers warmly, creating a supportive and reassuring environment.
• Manage patient check-in, registration, and appointment coordination for sleep studies, CPAP trials, and follow-up sessions.
• Provide clear explanations of CPAP trial processes, equipment handling, and aftercare expectations.
• Handle patient inquiries, feedback, and concerns promptly, ensuring professional resolution or escalation when necessary.

2. Service Coordination & Administration

• Support the clinical and sales teams in coordinating CPAP trial setups, device fittings, and data downloads.
• Ensure accuracy in documentation - patient information, consent forms, therapy notes, and service records.
• Manage billing, payment processing, and issuance of invoices or receipts in accordance with clinic protocols.
• Maintain inventory records for devices, accessories, and consumables.

3. Compliance & Quality Assurance

• Uphold patient confidentiality and comply with the Personal Data Protection Act (PDPA) and company policies.
• Adhere to healthcare service SOPs, infection control, and medical device handling guidelines.
• Assist in collecting patient feedback and quality improvement data to enhance service delivery.
• Participate in ongoing training for CPAP products, therapy updates, and patient communication standards.

4. Communication & Team Collaboration

• Liaise effectively with clinical specialists, respiratory therapists, and operations teams for seamless patient care.
• Coordinate follow-ups for therapy reviews, device maintenance, or patient support calls.
• Contribute to a positive team culture through cooperation, reliability, and service excellence mindset.

Qualifications & Requirements:

• Education: Diploma or Degree in Nursing, Biomedical Science, Healthcare Administration, or related field.
• Experience: 1-3 years in a healthcare or medical device environment (sleep therapy, respiratory care, or patient services preferred).
• Skills:
  • Excellent communication and patient engagement skills
  • Proficiency in Microsoft Office and clinical CRM systems
  • Strong organizational and multitasking ability
  • Basic understanding of CPAP or respiratory devices (training provided if necessary)
• Personal Attributes:
  • Compassionate, patient-focused, and attentive to detail
  • Professional demeanor with strong ethical standards
  • Calm and composed under pressure
  • Team-oriented and proactive in problem-solving

Performance Indicators (KPIs):

• Patient satisfaction (CSAT / feedback surveys)
• CPAP trial conversion rate and adherence follow-up
• Accuracy in documentation and billing
• Service turnaround time and responsiveness
• Compliance with SOPs, PDPA, and safety standards

Work Environment:

• Clinical or retail healthcare setting (sleep clinic / therapy center)
• Regular interaction with patients, caregivers, and healthcare professionals
• Occasional weekend or evening shifts may be required based on clinic operations

Working hours

Monday to Friday 9am to 6pm

Alternate Saturday 9am to 1pm