1. DELIVERING A GREAT PATIENT EXPERIENCE

• Serve as the first point of contact via WhatsApp, phone, email, or walk-ins, building rapport with families while clearly explaining our services, programmes, and values.
• Convert inquiries into booked consultations by assessing needs, making tailored programme recommendations, and confidently guiding families through the intake and registration process.
• Book consultations and therapy sessions in a timely manner to support revenue goals and minimise scheduling gaps.
• Clearly communicate fees, packages, and patient policies, preserving the value of our services.
• Maintain professional, responsive communication with families—even outside standard business hours when needed.
• Ensure accurate documentation: complete and track intake forms, progress reports, and all patient records.
• Manage ongoing client engagement in the Patient Management System and actively follow up to reduce drop-offs and maximise conversions.
• Support and coordinate feedback collection to continuously improve service delivery.
• Interact professionally with all clients and uphold the integrity of the WINGS Team.
• Coordinate with third-party vendors as needed to support patient care and operational needs.