Wong Leong & Associates PLT Hiring! Work from Home Clinic Support Specialist in - Ricebowl

Patient Liaison, Accounts & Practice Growth — Part-Time

About the Role

We are seeking an experienced and commercially minded professional to support a specialist medical practice.

This is not a conventional receptionist or general administration position. It is a hybrid role combining patient communication, accounts follow-up, appointment management, marketing and business development.

You will help protect the practice’s professional and financial boundaries, communicate the value of specialist Telehealth care and contribute actively to sustainable practice growth.

The role will initially involve approximately 10–15 hours per week, with the potential to expand.

Key ResponsibilitiesPatient Accounts and Practice Policies

• Follow up outstanding invoices professionally and persistently.
• Communicate cancellation and non-attendance policies clearly and consistently.
• Handle disputed fees and difficult conversations with calm authority.
• Recognise recurring non-payment or boundary-testing behaviour and escalate concerns appropriately.
• Maintain accurate records of payments, follow-ups and patient communications.
• Protect the practice’s time, revenue and professional boundaries while treating families respectfully.

Patient Communication and Value Positioning

• Explain the value of specialist care confidently and clearly.
• Help parents understand that the value of Telehealth lies in the doctor’s expertise, clinical assessment, treatment plan and continuity of care—not simply the consultation setting.
• Respond thoughtfully to questions about fees and Telehealth appointments.
• Address concerns without becoming defensive, dismissive or overly sales-focused.
• Communicate Dr Tan’s services as premium specialist care delivered through a convenient and modern medium.
• Help satisfied families become advocates and referral sources for the practice.

Appointment and Practice Growth

• Proactively manage the appointment calendar and help fill available consultation slots.
• Follow up suitable enquiries, cancellations and waiting-list opportunities.
• Identify practical ways to improve patient conversion, retention and referrals.
• Develop relationships with families and relevant referral sources.
• Support marketing and communication initiatives that strengthen the practice’s reputation.
• Approach the role with initiative, commercial awareness and a sense of ownership.

Telehealth Marketing and Patient Targeting

• Identify patient groups who appreciate the accessibility and convenience of Telehealth.
• Help attract families whose needs and expectations are aligned with the practice’s model of care.
• Develop clear “value points” that address common Telehealth objections before they become barriers.
• Identify and engage appropriate professional and community referral sources.
• Assist with patient messaging, referral communications and marketing content.
• Gather feedback on recurring objections and recommend improvements to the patient journey.

About You

You are warm, persuasive and emotionally intelligent, but also confident enough to enforce policies and discuss outstanding accounts.

You can listen carefully, read a person’s tone and adapt your communication without losing sight of the practice’s boundaries. You do more than pass on messages—you take responsibility for resolving problems and improving outcomes.

You will ideally have:

• Excellent written and spoken English.
• Strong telephone communication and relationship-building skills.
• Confidence handling payment disputes, objections and complaints.
• The ability to remain calm and professional when dealing with challenging behaviour.
• Sound judgement, discretion and respect for patient confidentiality.
• A proactive, organised and commercially aware approach.
• Experience in marketing, sales, customer retention, credit control or accounts recovery.
• The ability to work independently and follow matters through to completion.
• Experience in medical or healthcare administration, which would be advantageous but is not essential.
• Familiarity with Telehealth or online service delivery, which would be an advantage.

What Success Looks Like

Success in this role means:

• Outstanding accounts are followed up promptly and professionally.
• Practice policies are applied fairly and consistently.
• Appointment availability is managed proactively.
• Suitable families understand and appreciate the value of Telehealth care.
• Patient enquiries are converted into appointments without pressure or misleading claims.
• Referral relationships and positive word-of-mouth continue to grow.
• Dr Tan can focus on delivering clinical care with confidence that the practice is being well supported.

Hours

Approximately 10–15 hours per week initially, with the possibility of increased hours as the practice grows.

Some flexibility may be required to communicate with patients and respond to appointment-related matters.

How to Apply

Please submit your résumé together with a short cover letter addressing the following:

• Your experience handling overdue accounts, fee disputes or difficult customers.
• How you would respond to a parent who believes a Telehealth consultation should cost less than a face-to-face consultation.
• An example of how you have helped a business improve sales, retention, referrals or customer relationships.
• Your availability and preferred working hours.

Applications that address these questions directly will be given priority.

Pay: RM30.00 - RM50.00 per hour

Expected hours: 15.0 per week

Work Location: Remote