Tong Xin Tang Healthcare International Hiring! Full Time (资深运营执行员) Senior Operations Coordinator in WP Kuala Lumpur - Ricebowl

About the role

Lead and supervise the daily work of the Front Desk team, ensuring service excellence, operational compliance, and accurate administrative processes. You will manage team scheduling, oversee patient interactions, handle escalated complaints, and support sales initiatives while maintaining strict adherence to standard operating procedures.

Key responsibilities

1. Front Desk Team Supervision

• Lead and supervise the daily work of Receptionists (scheduling shifts, ensuring full coverage).

• Conduct daily morning briefings and end-of-day debriefs for the Front Desk team.

• Ensure all SOPs (registration, appointment scheduling, payment handling) are strictly followed.

2. Patient Service Excellence

• Monitor the service quality of receptionists through spot checks, mystery patient feedback, and direct observation.

• Handle escalated patient complaints immediately at the Front Desk level before involving higher management.

• Train and coach team members on service standards and professional communication.

3. Administrative and Payment Accuracy

• Check the daily registration and payment reports submitted by Receptionists.

• Ensure appointment records, patient data, and payment records are accurate.

• Approve refunds, reschedules, or fee waivers according to hospital policy (within authorized limits).

4. Sales Support & Conversion Assistance

• Work with the Marketing/Patient Care team to support promotions, voucher use, referral programs at the Front Desk.

• Ensure front desk staff correctly upsell trial treatments, packages, and promotions to walk-in patients.

5. SOP Implementation and Process Improvement

• Assist the Operation Manager to fine-tune, implement, and ensure compliance with Front Desk SOPs.

• Regularly review front desk operations and suggest improvements for smoother workflow and better patient experience.

6. Reporting

• Submit a weekly Front Desk Performance Report (patient feedback, issues, payment accuracy, appointment status).

• Highlight critical incidents, improvement suggestions, and staff retraining needs to the Operation Manager.