Profile of Siti Liyana Huda Mohd Yatim
Siti Liyana Huda Mohd Yatim Administrator/Operation Management RM20.00 /hr RM0 earned
Administrative SupportCustomer ServiceCustomer Support
1. Front Desk & Customer Service
- Welcome and register clients.
- Answer phone calls, WhatsApp messages, and social media enquiries.
- Schedule, confirm, and reschedule appointments.
- Check clients in and out.
- Handle complaints professionally and escalate when necessary.
2. Appointment Management
- Manage the daily appointment schedule.
- Optimize therapists’ or doctors’ schedules.
- Minimize no-shows by sending reminders.
- Coordinate walk-in and emergency appointments.
3. Patient/Client Administration
- Register new clients.
- Maintain accurate client records.
- Update treatment history and consent forms.
- Ensure confidentiality of client information.
4. Payment & Billing
- Process cash, card, QR, and online payments.
- Issue receipts and invoices.
- Reconcile daily collections.
- Prepare end-of-day sales reports.
5. Inventory & Stock Management
- Monitor treatment products and consumables.
- Record stock movement.
- Place purchase requests when stock is low.
- Conduct stock counts.
6. Sales Support
- Explain treatments, packages, and promotions.
- Recommend suitable packages based on clients’ needs.
- Follow up on enquiries and quotations.
- Encourage repeat visits and memberships.
- Support monthly sales targets.
7. Operational Administration
- Prepare daily operational reports.
- Ensure treatment rooms are ready.
- Coordinate with doctors, therapists, and beauticians.
- Monitor cleanliness and clinic presentation.
- Ensure SOPs are followed.
8. Marketing Support
- Contact clients for promotions and follow-ups.
- Collect reviews and testimonials.
- Assist with campaigns and events.
- Update appointment calendars for promotional activities.
9. Compliance
- Ensure consent forms are completed.
- Maintain proper documentation.
- Follow health, hygiene, and safety protocols.
- Protect client confidentiality.
10. Team Coordination
- Coordinate staff schedules and leave requests.
- Arrange meetings and training sessions.
- Communicate operational updates.
- Support management with administrative tasks.
Daily Responsibilities
- Open and prepare the clinic/spa before operating hours.
- Check the day’s appointment schedule.
- Confirm bookings and follow up with clients.
- Manage walk-in enquiries.
- Process payments and issue receipts.
- Monitor stock levels.
- Prepare daily sales and appointment reports.
- Close the clinic and reconcile cash at the end of the day.
KPIs (Key Performance Indicators)
- Appointment booking rate
- Show-up rate
- Client satisfaction score
- Response time to enquiries
- Monthly sales achievement
- Upselling/package conversion rate
- Client retention rate
- Accuracy of documentation
- Stock variance
- Daily report accuracy