Front Desk Officer At Benin Medical Care

Job Summary

• The Front Desk Officer is responsible for providing professional, courteous, and efficient reception services to patients, visitors, and other stakeholders.
• The role serves as the first point of contact for the hospital and ensures a positive patient experience while supporting smooth front desk operations.

Key Responsibilities

• Welcome and attend to patients, visitors, and other stakeholders politely and professionally.
• Register new and returning patients accurately and efficiently.
• Schedule, confirm, and manage patient appointments as required.
• Provide accurate information regarding hospital services, departments, doctors, clinic schedules, and procedures.
• Direct patients and visitors to the appropriate departments, offices, or healthcare professionals.
• Receive and respond to telephone calls, enquiries, and messages promptly.
• Manage the reception area and ensure it remains orderly, clean, and welcoming.
• Verify patient information and maintain accurate records in the hospital information system.
• Liaise with Billing, Nursing, Medical, Laboratory, Radiology, Pharmacy, and other departments to facilitate patient services.
• Handle patient complaints and enquiries professionally and escalate unresolved issues to the appropriate supervisor.
• Maintain confidentiality of patient and hospital information at all times.
• Support patient flow and ensure minimal waiting time at the reception.
• Receive and properly document correspondence, documents, and other official deliveries.
• Prepare or submit daily/periodic front desk reports as required.
• Comply with hospital policies, procedures, customer service standards, and safety requirements.
• Perform other duties as assigned by Management or the Head of Department.

Qualifications & Experience

• Minimum of OND / HND, or a Bachelor's Degree in Business Administration, Hospitality Management, Public Administration, Mass Communication, or a related field.
• Previous experience in a front desk, customer service, hospitality, or healthcare environment is an advantage.
• Experience using computer systems and hospital management software is an added advantage.

Key Competencies

• Excellent customer service and communication skills.
• Professional appearance and good interpersonal skills.
• Patient, courteous, and empathetic approach to patients and visitors.
• Good computer and data-entry skills.
• Ability to multitask and work under pressure.
• Strong attention to detail and organisational skills.
• Good telephone etiquette.
• Ability to handle difficult patients or situations professionally.
• High level of confidentiality, integrity, and professionalism.

Performance Indicators

Performance will be assessed based on:

• Patient/customer satisfaction.
• Accuracy of patient registration and records.
• Appointment scheduling accuracy.
• Responsiveness to patient enquiries.
• Professional conduct and communication.
• Compliance with hospital policies and procedures.
• Timeliness and effectiveness in handling front desk responsibilities.