Position Summary:

• The Front Desk Officer is the first point of contact for patients, visitors, and staff at the hospital.
• This role plays a crucial part in creating a positive first impression, managing administrative tasks, and facilitating smooth patient interactions.
• Performance Responsibilities
• Greet and assist patients and visitors courteously and professionally.
• Ensure a welcoming and organized front desk area.
• Manage appointment bookings, cancellations, and rescheduling.
• Verify patient information and insurance details to ensure accuracy.
• Register new patients, update existing patient information, and verify insurance coverage.
• Provide patients with necessary forms and collect required documentation.
• Respond to patient inquiries in person, over the phone, and via email, addressing questions and concerns.
• Assist in coordinating patient referrals and communicating with clinical staff.
• Assist with billing inquiries and provide patients with billing information.
• Maintain and organize patient medical records, ensuring confidentiality and compliance with privacy regulations.
• Provide information about hospital services, policies, and procedures to patients and visitors.
• Keep up to date with hospital announcements and relay important information to those in the facility.
• Follow established procedures during emergencies, including notifying appropriate personnel and assisting in the execution of emergency protocols.

Quality Assurance

• Ensure a positive and welcoming experience for patients and visitors by providing courteous, professional, and helpful service.
• Accurately manage and update appointment schedules, minimizing errors and scheduling conflicts.
• Verify and maintain patient information and insurance details with precision, ensuring data accuracy.
• Maintain strict patient confidentiality and privacy in all interactions and documentation.
• Maintain organized and accurate records, including patient medical records and appointment logs, for compliance and quality assurance.
• Follow established emergency response procedures and communicate critical information to the appropriate personnel during emergencies.

Qualification & Competencies

• HND/Bachelor’s degree in Mass Communication, Business Administration, or a related field (preferred).
• Previous experience in customer service or front desk roles (preferred).
• Strong communication and interpersonal skills.
• Proficiency in using office software and computer systems.
• Excellent organizational and multitasking abilities.
• Empathy, patience, and a customer-centric approach.
• Knowledge of medical terminology (preferred).
• Compliance with patient confidentiality and privacy regulations.
• Ability to maintain confidentiality and handle sensitive financial information with discretion.