Officer OPD and Central Booking

The Officer for OPD and Central Booking provides professional reception, call-centre and appointment-coordination support. The role helps patients access outpatient services by responding to enquiries, managing bookings and keeping clinic schedules accurate. It also supports the entry and maintenance of physicians’ schedules, coordinates changes and works with clinical and administrative departments to minimize booking errors, patient waiting and service disruption.

Key Responsibilities

• Handle inbound and outbound calls, emails, live chats and other customer communications within expected response times.
• Update customer records and document call details in the relevant system in line with standard operating procedures.
• Schedule appointments accurately, confirm dates and times, support rescheduling or cancellations and provide patients with clear service information.
• Enter outpatient physicians’ schedules, review daily clinic lists and apply approved changes such as cancellations, sick leave or other schedule updates.
• Check physician leave information so that clinics are closed during approved absences, and notify Medical Records when duplicate records are identified.
• Coordinate with medical staff and other departments to resolve scheduling conflicts and support smooth patient flow.
• Monitor appointments and waiting patterns, prepare reports on booking trends and customer feedback, and work toward monthly performance indicators.
• Escalate complex complaints, provide directions to outpatient facilities and cover call-centre functions when OPD booking support is needed.

Requirements and Qualifications

The stated experience range is 0–2 years in a customer-service or call-centre environment, preferably within healthcare or medical services. The available role details do not specify a particular academic qualification, professional license or named software requirement.

Skills and Work Approach

Applicants should communicate clearly, remain courteous under pressure and maintain accurate records. Adaptability, accountability, teamwork, relationship building and a patient-focused service approach are important. Good organization, attention to detail and the ability to coordinate multiple requests help ensure that patients receive timely and reliable appointment support.