Customer Service officer at CarePoint Hospitals Limited

Job Summary

The role is Responsible for making sure the image of CarePoint is properly protected through warm interaction with clients/patients and visitors, especially unfriendly, irate and seemly dissatisfied ones. The Receptionist is expected to work under minimal supervision in order to ensure smooth running of the hospital.

Job Description

Customer Service Officer

• Greeting & Welcoming patients with Clients, vendors, and employees; being the first point of contact at the Hospital.
• Registration of private, corporate and HMO clients
• Sending of patient data to nurses for vital
• Attending to incoming calls immediately the phone rings, take messages and respond to queries appropriately.
• Interface with housekeeper(s), ensuring proper hygiene of front desk/waiting area of hospital premises.
• Co-ordinate/Book appointments on behalf of Clients with Clinical Staff, ensuring reminders are sent to both parties (Clinical staff & Clients) prior to the appointment booked.
• Manage the hospital schedule (calendars, visits, and appointments) for the Hospital seamlessly and efficiently to ensure optimal use of time.
• Ensure patients files are returned to Records officer after use for proper filing, ensuring all records are kept up to date, shredding, dispose confidential documents, etc.
• Ensure all Clients electronic records are kept up to date.
• Assist in developing clients’ reports, memos and other analysis and communication materials for internal and external use using the Microsoft office suite (Word, Excel & PowerPoint).
• Plans own workload to anticipate and balance priorities, thus optimizing output.
• Writing the hand-over note and calculate daily attendance statistics in the provided records book for the previous day.
• Ensure that no patient is left standing at the front desk office without attending to them.
• Ensure that no patient is turned back without receiving treatment except with the full consent of your supervisor or any other superior officers.
• Letters, memos, and other documents are clearly and well typed and printed.
• Ensure that information is properly disseminated to all patients via mail, email, text messages and phone calls etc.
• To carry out other duties as assigned by the HR, Senior Administrative Officer, Head of Nursing Services.

Education, Qualifications & Experience

• Minimum academic qualification of OND in Health information Management or Administration
• 1-3 years relevant work experience in the health sector.

Key Skills & Competencies:

• Analytical, problem solving and decision-making skills.
• Good leadership and team building skills.
• Ability to multitask and work well under pressure.
• Attention to details. Ability to establish priorities, maintain confidentiality and work under pressure
• Demonstrate excellent client facing and inter-communication skills.
• Excellent organizational skills including excellent verbal and written communication.
• Displays Diplomacy/tact.
• Exhibits high-level of Integrity.
• Excellent time management.
• Patient Oriented with excellent counselling skills.
• Excellent communication and people skills.