Patient Care Services Officer (Front Desk) at GP Consulting Limited

Job Summary

• As a Patient Care Service Officer at Loveworld Medical Centre, you will play a crucial role in ensuring the delivery of exceptional and compassionate patient-centered services.
• This position involves managing the overall patient experience, focusing on enhancing patient satisfaction and ensuring a positive overall experience.
• This position requires strong communication skills, empathy, love and the ability to collaborate with various departments to maintain the highest standards of patient care in our hospital.

Principal Duties and Responsibilities

• Greeting and welcoming patients, visitors, and staff with a friendly and professional demeanor.
• Registering patients by collecting basic personal and insurance information.
• Serve as a primary point of contact for patients and their families, addressing inquiries, providing information, and ensuring a positive patient experience.
• Manage patient appointments, ensure efficient scheduling, and minimize wait times.
• Liaise with different departments to schedule diagnostic tests, surgeries, and follow-up appointments.
• Collaborate with various departments, such as nursing, medical records, and billing, to streamline patient services and to ensure coordinated and patient-centered care.
• Address and resolve patient complaints in a timely and empathetic manner.
• Answering phone calls and routing calls to the appropriate personnel.
• Advocate for patients to enhance their overall experience and satisfaction.
• Assist with patient admissions and discharges to ensure a smooth and efficient process.
• Participate in quality improvement initiatives and contribute to the development of best practices.
• Document and report recurring issues to the appropriate department heads for continuous improvement.
• Monitor and assess the quality of patient care services, identifying areas for improvement.
• Administer and analyze patient satisfaction surveys to identify trends and areas for improvement.
• Develop and implement strategies to enhance overall patient satisfaction.

Minimum Qualifications

• Bachelor's Degree in Healthcare Administration, Nursing, or a related field. (add Social Sciences / humanities???)
• Proven experience in a healthcare setting, with a focus on patient care coordination.
• Proficient in using healthcare information systems. (added advantage)

Required Skills / Competencies:

• Empathy and ability to handle sensitive situations with professionalism.
• Organizational and multitasking abilities.
• Strong interpersonal and communication skills.
• Knowledge of medical terminology and healthcare processes. (desirable)
• Knowledge of healthcare regulations and patient rights. (desirable)
• Patient-focused mindset.
• Adaptability and flexibility.
• Team player.
• Attention to detail.