Job Title : Front Desk Officer
This role serves as the first point of contact between customers or patients and the Branch or facility. It’s main purpose is to provide an enjoyable customer experience.
support smooth Branch operations by competently performing various routine clerical, secretarial & administrative duties such as answering phone calls, receiving patients, clients and guests, providing basic information about the Company’s products / services to patients or clients, scheduling patient and other appointments, capturing patient data & other customer information.
Main Duties and Responsibilities
Perform normal reception duties, greeting and welcoming customers & patients promptly, warmly and professionally as they come into the Facility or Branch.
Answering the Front Desk phone(s) in a polite, consistently professional manner, using proper telephone etiquette.
Quickly and efficiently address patient queries by relaying needed information to the patient, e.g. wait time, payment processes, test information, pre-investigation instructions etc.
in a pleasant, pleasant & professional manner in order to enhance customer satisfaction and make them feel valued.
Assist patients to complete the necessary forms and documentation where required.
Keeping patient appointments on schedule by informing appropriate clinical staff of patients’ arrival or reminding them of patient build-up and service delays.
Track and obtain customers / patients’ imaging and test results; communicate, explain or provide additional information with regards to lab and imaging test results, either verbally or in writing as directed or required.
Help patients in distress by responding to emergencies.
Generate test reports & results; scan, print and / or email documents to patients / clients or clinicians when required.
Store completed work in designated locations and formats (electronic and / or hard copy files etc.) and perform backup operations when required or requested.
Retrieve medical data from patient files on request from authorized personnel.
Collect payments in form of cash and / or payment cards from customers / patients for consultation, tests, investigations and other Hospital services.
Issue receipts of payment to customers or patients for such payments.
Enter or post payment details into the Company’s accounting and / or patient information applications; ensuring the integrity or correctness of entered data.
Balance the daily sales account at the end of each day with the Account Officer and bank cash deposits daily; immediately reporting all discrepancies found within the day’s accounts to the Account Officer or Chief Accountant.
Count and reconcile all cash received from patients at the beginning and end of each shift.
Oversee the cleaners on duty to ensure the overall appearance of the Hospital Reception or Front Desk area is always kept as clean and organized as possible at all times with all necessary forms and materials readily available for use.
Any other duties as assigned by the Head, Operations & Business Development.
Education, Qualifications & Experience
Minimum of HND in Business Administration, Business Management or any Social Sciences
Previous Experience :
Minimum of one year experience in a similar role; preferably in a standard medical facility (hospital or clinic) or diagnostic centre Working knowledge of modern information filing and retrieval techniques
Experience using Customer Relationship Management (CRM) or any form of information management software is a plus
Personal Attributes & Physical Demands
Must be very presentable, well-groomed and well-dressed; with a strong customer-orientation and very good communication & interpersonal skills
Friendly, patient and reliable with a high level of maturity, empathy and emotional intelligence
Must be familiar with office machines e.g. phones, computers, printers, scanners, copiers, etc.
Must be able to multi-task; capable of handling several issues simultaneously to deliver results and meet deadlines.