Parent Care Counsellor

Role Overview

The Parent Care Counsellor is responsible for guiding parents after a child has undergone a screening, evaluation, consultation or school programme with My Health Passport (MHP).

The role acts as the bridge between the clinical team and the parent, helping parents clearly understand the recommended next step, available MHP services, pricing, appointments and service process.

The objective is to ensure that every parent receives clear guidance, appropriate follow-up and a smooth experience from consultation through enrolment.

This is a parent-facing care guidance, coordination and enrolment role and not an independent clinical role.

Key Responsibilities

1. Parent Guidance

• Interact with parents after screenings, evaluations, consultations, PTMs and MHP programmes.
• Understand the next step recommended by the clinical professional.
• Explain the recommended service pathway in simple and parent-friendly language.
• Answer basic questions regarding services, process, timelines and availability.

2. Service & Package Explanation

• Explain relevant MHP consultations, assessments, therapies and programmes.
• Clearly communicate pricing, packages, payment process and service delivery.
• Help parents understand the available options within the recommendations provided by the clinical team.
• Address basic concerns or objections in a professional and consultative manner.

3. Appointment Booking & Enrolment

• Book consultations, assessments or therapy sessions.
• Coordinate appointments with parents and clinical professionals.
• Support parents with payment and enrolment processes.
• Ensure interested parents smoothly move to the next stage of care.

4. Parent Follow-Up

• Follow up with parents after screenings, PTMs and consultations.
• Follow up on pending appointments, decisions and payments.
• Maintain clear status for every assigned parent case.
• Ensure genuine parent interest is not lost due to lack of follow-up.

5. Parent Relationship & Experience

• Maintain a warm, empathetic and professional approach.
• Build trust with parents while respecting their decisions.
• Ensure parents clearly understand what happens next and whom they should contact.
• Provide a positive and supportive MHP experience.

6. Coordination & Handover

• Work closely with psychologists, developmental paediatricians, occupational therapists, speech therapists, special educators, nutritionists and other professionals.
• Maintain accurate parent and enrolment records.
• Hand over enrolled clients to the Operations / Client Success team for service delivery.
• Share recurring parent feedback, concerns and service requirements with management.

Clinical Boundaries

The Parent Care Counsellor will not independently diagnose, interpret clinical findings, prescribe therapy or provide medical/psychological advice.

All clinical recommendations must come from appropriately qualified professionals.

Key Skills

• Excellent communication and interpersonal skills
• Empathy and patience while dealing with parents
• Confidence in explaining services and pricing
• Strong follow-up and coordination ability
• Ability to simplify information for parents
• Good relationship-building and objection-handling skills
• Comfortable communicating over phone and WhatsApp
• Strong ownership and record-keeping ability

Preferred Candidate Profile

Candidates with backgrounds in areas such as:

• Psychology
• Counselling
• Child Development
• Healthcare / Patient Coordination
• Education / Parent Relations
• Customer Success or Client Relationship Management

Candidates with exposure to child development, therapy services or healthcare environments will be preferred.