Front Desk Officer at LouisMed Specialist Hospital and Fertility Centre

Job Summary

• This role serves as the first point of contact between customers or patients and the Hospital. Its main purpose is to provide an enjoyable customer experience.
• Support smooth operations by competently performing various routine clerical, secretarial & administrative duties such as answering phone calls, receiving patients, clients and guests, providing basic information about our services to patients or clients, scheduling patient and other appointments, capturing patient data & other customer information.

Main Duties and Responsibilities

• Perform normal reception duties, greeting and welcoming patients promptly, warmly and professionally as they come into the Facility.
• Answering the Front Desk phone(s) in a polite, consistently professional manner, using proper telephone etiquette.
• Quickly and efficiently address patient queries by relaying needed information to the patient, e.g. wait time, payment processes, test information, pre-investigation instructions etc. in a pleasant & professional manner in order to enhance customer satisfaction and make them feel valued.
• Assist patients to complete the necessary forms and documentation where required.
• Keeping patient appointments on schedule by informing appropriate clinical staff of patients’ arrival or reminding them of patient build-up and service delays.
• Help patients in distress by responding to emergencies.
• Scan, print and/or email documents to patients/clients or clinicians when required.
• Store completed work in designated locations and formats (electronic and/or hard copy files etc.) and perform backup operations when required or requested.
• Retrieve medical data from patient files on request from authorized personnel.
• Collect payments in form of cash and/or payment cards from customers/patients for consultation, tests, investigations and other Hospital services.
• Issue receipts of payment to customers or patients for such payments.
• Balance the daily sales account at the end of each day with the Account Officer and bank cash deposits daily; immediately reporting all discrepancies found within the day’s accounts to the Account Officer or Chief Accountant.
• Any other duties as assigned by the Head, Operations & Business Development.

Education, Qualifications & Experience
Education:

• BSc or HND in any discipline
• Knowledge of the use of EMR or HMS will be an advantage

Personal Attributes:

• Must be very presentable, well-groomed and well-dressed; with a strong customer-orientation and very good communication & interpersonal skills
• Friendly, patient and reliable with a high level of maturity, empathy and emotional intelligence
• Must be familiar with office machines e.g. phones, computers, printers, scanners, copiers, etc.
• Must be able to multi-task; capable of handling several issues simultaneously to deliver results and meet deadlines.