Patient Support Officer (Front Desk Oficer) at Reddington Hospital

Key Responsibilities:

• Patient Assistance: Provide assistance to patients and their families regarding hospital procedures, services, and resources, helping them navigate through hospital departments efficiently.
• Patient Communication: Serve as a liaison between patients and hospital staff, addressing any concerns, questions, or requests from patients.
• Information Provision: Offer clear, accurate information about hospital services, healthcare procedures, medical appointments, discharge processes, and insurance-related queries.
• Complaint Handling: Address patient complaints, concerns, or dissatisfaction in a timely and empathetic manner, ensuring the issues are resolved or directed to appropriate staff for resolution.
• Coordination with Departments: Work closely with other hospital departments (nursing, administration, billing, etc.) to ensure patient needs are met and information is shared appropriately.
• Patient Advocacy: Advocate for the needs and preferences of patients, ensuring their voices are heard and their rights are respected.
• Documentation and Reporting: Maintain accurate records of patient interactions, complaints, and feedback. Prepare reports on patient concerns and satisfaction for continuous improvement efforts.
• Support for Vulnerable Patients: Provide extra assistance to elderly, disabled, or non-English-speaking patients by arranging necessary accommodations, interpreters, or support services.
• Education: Educate patients and families on hospital policies, procedures, and health-related topics as needed.
• Service Improvement: Participate in quality improvement initiatives aimed at enhancing patient satisfaction and service delivery.

Qualifications:

• Education: Bachelor’s degree/HND in healthcare administration, customer service, or a related field is preferred.
• Experience: Prior experience in a healthcare or customer service role is an advantage, particularly in patient-facing environments

Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Ability to handle sensitive situations with tact and empathy.
• Proficient in using computers and hospital information systems.
• Ability to work in a fast-paced environment.
• Multilingual skills (if relevant to the hospital's patient demographic) are an asset.

Working Conditions:

• Work in a hospital environment, often in busy or stressful situations.
• May require weekend or evening shifts depending on the hospital's needs.
• Frequent interaction with patients, their families, and hospital staff.

Key Competencies:

• Compassion and empathy
• Attention to detail
• Patient-centered approach
• Strong organizational skills
• Ability to work in a team
• Adaptability and flexibility