Clinical Coordinator
Job Summary
Ripped Box Station is seeking a Clinical Coordinator to manage patient bookings, scheduling, and communications. The ideal candidate will handle patient records and support clinic retention while ensuring data privacy compliance. This is a remote role requiring strong organizational and communication skills in a healthcare setting.
Responsibilities
- Manage patient bookings, scheduling, and cancellations using Cliniko
- Handle patient communications and inquiries via WhatsApp
- Monitor waitlists and manage lead conversion and patient recall
- Maintain accurate patient records ensuring compliance with PDPA
Required Skills
- Experience in healthcare administration or patient coordination
- Familiarity with Cliniko or healthcare booking systems
- Excellent written and verbal English communication skills
- High attention to detail and strong organizational skills
Job Details
Key Responsibilities:
Patient Booking and Scheduling
- Manage patient bookings, rescheduling, and cancellations through Cliniko.
- Process appointment requests within the same business day.
- Ensure patient information, contact details, intake forms, and referral details are complete and accurate.
- Schedule new patients according to clinic booking procedures.
- Secure both initial assessments and follow-up appointments during new patient bookings.
- Maintain practitioner schedules by reducing gaps and improving appointment utilisation.
Patient Communication and Support
- Act as the primary responder for patient enquiries through Zeya Converse (WhatsApp).
- Respond professionally to appointment-related questions, booking requests, rescheduling needs, and cancellations.
- Resolve conversations and archive completed threads accurately.
- Ensure all patient messages have a clear action or outcome.
- Coordinate with internal team members to prevent missed or duplicated communication.
Waitlist and Lead Management
- Monitor waitlists and proactively offer available appointment slots.
- Contact waitlisted patients promptly when cancellations occur.
- Follow up with new enquiries that have not converted into bookings.
- Conduct scheduled follow-ups with potential patients at agreed intervals.
- Re-engage inactive or previous leads through appropriate communication.
Recall and Patient Retention
- Manage patient recall processes through Cliniko.
- Contact patients within required timelines after recall notifications.
- Support patient retention through timely and professional follow-up.
Records Management and Compliance
- Maintain accurate patient records in Cliniko.
- Document cancellations according to clinic procedures.
- Protect patient confidentiality and follow Singapore PDPA requirements.
- Escalate patient concerns, unusual requests, or risks to the Practice Manager.
Qualifications:
- Proven experience in virtual assistance, healthcare administration, patient coordination, customer service, or appointment scheduling.
- Experience managing appointment systems, calendars, or client management platforms (experience with Cliniko or healthcare booking systems is an advantage).
- Excellent written and verbal English communication skills.
- Strong organisational skills with the ability to manage multiple priorities and follow structured processes.
- High attention to detail, especially when handling patient information, schedules, and records.
- Ability to work independently, manage time effectively, and remain reliable in a remote environment.
- Comfortable communicating with patients professionally through messaging platforms such as WhatsApp.
- Strong problem-solving skills and the ability to escalate issues appropriately.
- Experience working with healthcare, wellness, medical, or allied health practices is preferred.
- Understanding of confidentiality and handling sensitive patient information is highly desirable.