Client Service Officer (Receptionist) at Medbury Healthcare Group

Reports To: Head of Medicals / Clinic Manager / Business Development

Role Summary

• We are looking for a warm, organized, and commercially minded Client Service Officer (Receptionist) to deliver an exceptional client experience while supporting the smooth day-to-day operations of the clinic.
• This role combines client service, administration, appointment coordination, and sales support.

Key Responsibilities
Client Experience:

• Welcome and assist clients professionally.
• Manage appointments, registrations, check-in, and check-out.
• Respond to enquiries via phone, WhatsApp, email, and walk-ins.
• Explain clinic services and wellness packages.
• Handle client concerns professionally and escalate where necessary.

Clinic & Program Coordination:

• Coordinate consultations, IV therapy, aesthetics, diagnostics, and wellness sessions.
• Prepare client files and maintain accurate documentation.
• Schedule follow-ups and send appointment reminders.
• Liaise with partner laboratories and logistics providers for advanced testing.

Sales & Operations:

• Promote wellness programs, memberships, and retail products.
• Prepare quotations, invoices, and support payment processing.
• Track enquiries, conversions, and client retention.
• Monitor inventory of supplements, consumables, and clinic supplies.
• Prepare daily and weekly operational reports.

Key Performance Indicators (KPIs)

• Client satisfaction
• Appointment conversion
• Client retention
• Response time to enquiries
• Sales performance
• Documentation accuracy
• Follow-up completion
• Inventory and sample coordination accuracy

Requirements
Education:

• Bachelor's Degree or HND in:
  • Business Administration
  • Healthcare Management
  • Public Health
  • Marketing
  • Customer Service
  • Social Sciences
  • Or a related field

Experience:

• Minimum: 1 year of experience in customer service, healthcare administration, hospitality, wellness, or aesthetics.

Added Advantage:

• Wellness or aesthetic clinics
• Medical laboratories
• Concierge medicine
• Sales and client relationship management

Skills:

• Excellent communication and interpersonal skills
• Strong organizational and administrative abilities
• Customer-focused with a hospitality mindset
• Sales and relationship management skills
• Proficiency in Microsoft Office, Google Workspace, CRM systems, WhatsApp Business, and basic spreadsheet reporting

Personal Attributes:
We are looking for someone who is:

• Warm and professional
• Highly organized and detail-oriented
• Proactive and dependable
• Commercially minded
• Able to multitask under pressure
• Passionate about wellness and exceptional client service

Working Hours:

• As determined by the clinic schedule, including occasional Saturdays.

Ideal Candidate:

• A professional who combines the warmth of a luxury concierge, the organization of an administrator, and the commercial mindset of a sales executive.

Compensation

• Competitive salary, performance incentives, and staff wellness benefits.