Client Experience Executive

About the Company

Hisential is a hospitality-led personal healthcare concierge business serving clients across Singapore and Malaysia. The organisation focuses on delivering a premium, highly coordinated healthcare journey and aims to build a team that reflects that standard while supporting long-term business growth.

For many clients, the Client Experience Executive is the first person they meet at the clinic and often the last person they speak with before leaving. This makes the role central to shaping the client’s first impression and overall experience at every visit.

Each client is supported by a personal health concierge team that acts as a single point of contact for bookings, lab result follow-up and ongoing care coordination. A wider team works behind the scenes to keep care connected and responsive, so clients do not need to repeat themselves or chase updates.

Role Purpose

This position supports the day-to-day running of the clinic floor. The role includes welcoming clients, preparing consultation rooms and equipment, assisting doctors during the day, and ensuring the front-of-house experience remains calm, attentive and efficient even during busy periods. The role reports to the Clinic Operations Manager and works closely with Doctors and Client Relations Executives to ensure each client’s journey feels smooth from arrival through to after their visit.

Key Responsibilities

• Receive clients warmly, handle check-in, and communicate waiting times in a reassuring and professional manner.
• Guide clients through each stage of their visit so they understand what will happen next, including when results will be shared and what follow-up steps to expect.
• Track and complete promised follow-ups such as invoices, reports and booking confirmations, and proactively check on referrals or external care arrangements.
• Support doctors with room setup, basic clinical assistance and administrative work, including accurate client records and appointment notes.
• Assist with daily appointment flow, identify delays or clashes early, and raise concerns before they affect the client experience.
• Monitor consumables and clinical supplies, helping maintain stock levels and organised storage.
• Keep client-facing spaces tidy, orderly and aligned with the clinic’s expected presentation standard.
• Escalate unresolved matters such as complaints, scheduling issues or supply shortages to the Clinic Operations Manager without delay.

Experience and Requirements

• 1 to 3 years of experience in a clinic, healthcare support, front-desk or hospitality service environment.
• Direct client-facing experience is required.
• Experience in patient experience, service operations, healthcare, wellness or hospitality is an added advantage.
• Comfort with basic clinic workflows, appointment scheduling, record keeping, service standards and privacy expectations around personal health information.
• Strong communication skills with a consultative and client-friendly approach.
• Ability to coordinate workflows and schedules, respond to issues calmly, and support basic clinical and administrative tasks.
• High attention to detail, with a clean and organised working style.
• Warm, empathetic, proactive, discreet, dependable and comfortable working in a small team.

What You Can Expect

You will be part of a close-knit, cross-functional team that includes Client Relations, Clinic Operations and Medical staff. The Clinic Operations Manager will support your development through structured onboarding and ongoing training on services and the client journey.

The culture is centred on personalised, discreet, client-first care, with the support needed to help each visit feel smooth and effortless.

Rewards and Career Growth

Strong performance is acknowledged through performance-linked incentives. Consistent positive client feedback, smooth clinic operations and dependable follow-through can also open the door to advancement into senior Client Experience or Clinic Operations roles as the Singapore and Malaysia operations expand.

Because the function is being built from the ground up, the role offers the chance to help shape how the work is done while growing with the business.

Work Schedule

This is a 5-day work week on a rotating roster. The schedule includes weekends and public holidays in line with clinic operating hours.

Eligibility

This role is open only to Singapore Citizens and Singapore Permanent Residents.