Front Desk Officer At Benin Medical Care
full-time
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.