Experienced Virtual Assistant – Patient Coordination & Appointment Management for brighthush Healthcare Practice

About brighthush and the Opportunity

brighthush is a forward‑thinking healthcare practice that blends cutting‑edge technology with compassionate patient care. Our mission is to make every patient journey seamless, from the first booking to ongoing follow‑up, while upholding the highest standards of privacy and professionalism. As we expand our reach across Singapore, we’re looking for a dedicated Virtual Assistant to become the backbone of our patient coordination team.

In this role, you’ll be the first point of contact for patients, the guardian of our scheduling system, and the champion of our retention strategy. You’ll work remotely, collaborating with clinicians, administrative staff, and our practice manager to ensure that every appointment is booked, confirmed, and followed up with precision.

Key Responsibilities

Patient Booking and Scheduling

• Manage patient bookings, rescheduling, and cancellations through Cliniko. You’ll be the expert in navigating our electronic health record (EHR) system, ensuring that every appointment is accurately recorded.
• Process appointment requests within the same business day. Speed and accuracy are essential—patients expect a quick response.
• Verify patient information, contact details, intake forms, and referral details. Accuracy here protects both the patient and the practice.
• Schedule new patients according to clinic booking procedures. You’ll guide patients through the intake process, ensuring they receive the right services.
• Secure both initial assessments and follow‑up appointments during new patient bookings. This proactive approach reduces no‑shows and improves patient outcomes.
• Maintain practitioner schedules by reducing gaps and improving appointment utilisation. Your scheduling acumen will help clinicians maximise their time.

Patient Communication and Support

• Act as the primary responder for patient enquiries through Zeya Converse (WhatsApp). You’ll handle all patient messages with professionalism and empathy.
• Respond to appointment‑related questions, booking requests, rescheduling needs, and cancellations. Clear, concise communication builds trust.
• Resolve conversations and archive completed threads accurately. Proper documentation is critical for compliance.
• Ensure all patient messages have a clear action or outcome. No unanswered questions—every thread ends with a resolution.
• Coordinate with internal team members to prevent missed or duplicated communication. Collaboration keeps the practice running smoothly.

Waitlist and Lead Management

• Monitor waitlists and proactively offer available appointment slots. You’ll keep patients engaged and reduce wait times.
• Contact waitlisted patients promptly when cancellations occur. Quick outreach maximises slot utilisation.
• Follow up with new enquiries that have not converted into bookings. Your follow‑up strategy will turn interest into action.
• Conduct scheduled follow‑ups with potential patients at agreed intervals. Consistency is key to conversion.
• Re‑engage inactive or previous leads through appropriate communication. You’ll keep our patient pipeline healthy.

Recall and Patient Retention

• Manage patient recall processes through Cliniko. You’ll ensure patients receive timely reminders for upcoming appointments.
• Contact patients within required timelines after recall notifications. Timeliness reduces no‑show rates.
• Support patient retention through timely and professional follow‑up. Retention is as important as acquisition.

Records Management and Compliance

• Maintain accurate patient records in Cliniko. Your meticulous record‑keeping supports clinical decision‑making.
• Document cancellations according to clinic procedures. Consistent documentation protects the practice.
• Protect patient confidentiality and follow Singapore PDPA requirements. Compliance is non‑negotiable.
• Escalate patient concerns, unusual requests, or risks to the Practice Manager. You’ll act as the first line of escalation.

Essential Qualifications

• Proven experience in virtual assistance, healthcare administration, patient coordination, customer service, or appointment scheduling. You’ve done this before and you’re proud of it.
• Experience managing appointment systems, calendars, or client management platforms. Familiarity with Cliniko or similar healthcare booking systems is a plus.
• Excellent written and verbal English communication skills. You can translate complex processes into simple, friendly language.
• Strong organisational skills with the ability to manage multiple priorities and follow structured processes. You thrive in a fast‑paced environment.
• High attention to detail, especially when handling patient information, schedules, and records. Accuracy is your superpower.
• Ability to work independently, manage time effectively, and remain reliable in a remote environment. You’re self‑motivated and disciplined.
• Comfortable communicating with patients professionally through messaging platforms such as WhatsApp. You’re tech‑savvy and patient‑centric.
• Strong problem‑solving skills and the ability to escalates issues appropriately. You’re a proactive troubleshooter.
• Experience working with healthcare, wellness, medical, or allied health practices is preferred. You understand the unique demands of the sector.
• Understanding of confidentiality and handling sensitive patient information is highly desirable. You respect privacy as a core value.

Preferred Qualifications

• Experience with other EHR platforms such as Athenahealth, Epic, or Practice Fusion.
• Knowledge of Singapore’s healthcare regulations beyond PDPA, such as the Health Services Act.
• Fluency in additional languages (e.g., Mandarin, Malay, Tamil) to serve a diverse patient base.
• Previous experience in a telehealth or virtual care setting.
• Certification in medical office administration or a related field.

Skills & Competencies for Success

• Communication Excellence – Clear, concise, and empathetic communication across all channels.
• Time Management – Prioritise tasks, meet deadlines, and handle high‑volume periods.
• Technical Proficiency – Comfortable with EHR systems, scheduling software, and messaging platforms.
• Problem‑Solving – Identify issues quickly and implement effective solutions.
• Collaboration – Work seamlessly with clinicians, managers, and support staff.
• Adaptability – Thrive in a dynamic environment with evolving processes.
• Customer‑Centric Mindset – Treat every patient interaction as an opportunity to enhance the experience.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Virtual Assistant, you’ll have the chance to:

• Advance into a Patient Coordination Manager role, overseeing a team of assistants.
• Take on additional responsibilities such as quality assurance, data analytics, or patient education.
• Participate in ongoing training on the latest healthcare technology, compliance updates, and customer service best practices.
• Attend industry conferences and webinars to stay ahead of trends in telehealth and patient engagement.
• Contribute to process improvement initiatives that shape the future of our practice.

Work Environment & Culture at brighthush

Our culture is built on trust, innovation, and a genuine commitment to patient well‑being. You’ll enjoy:

• A fully remote setup with flexible hours that respect work‑life balance.
• Regular virtual team huddles to foster collaboration and camaraderie.
• A supportive manager who values your input and encourages professional growth.
• A culture that celebrates successes, learns from challenges, and continuously seeks improvement.
• Access to a digital knowledge base, mentorship programs, and peer‑learning communities.

Compensation, Perks, and Benefits

While the exact salary will be discussed during the interview process, we offer a competitive package that includes:

• Competitive base salary aligned with industry standards for virtual healthcare assistants.
• Performance‑based bonuses tied to patient satisfaction metrics and appointment utilisation.
• Health and wellness benefits, including a stipend for home office equipment and a subscription to a mental‑health app.
• Paid time off, including sick leave and personal days.
• Professional development budget for courses, certifications, and conferences.
• Access to a comprehensive benefits portal with discounts on health services, fitness memberships, and more.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that values every patient’s experience. Your work will directly impact patient satisfaction, clinic efficiency, and overall health outcomes. You’ll have the autonomy to innovate, the support to grow, and the platform to make a real difference.

If you’re passionate about healthcare, excel in a fast‑paced virtual environment, and want to be part of a practice that prioritises both patient care and employee well‑being, we want to hear from you.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush family. We look forward to discovering how your skills and values align with our vision.