Front Desk Officer – The Bank Hospital

Job Description

Role Summary

The Front Desk Officer serves as the first point of contact for patients and visitors, ensuring a professional, welcoming, and efficient front-office experience. The role focuses on patient liaison and customer care, appointment scheduling, administrative support, typing of medical reports, theatre scheduling, data collection, VIP ushering, and handling general enquiries.

The position requires strong organizational skills, professionalism, attention to detail, and a patient-centred approach to service delivery.

Key Performance Areas (KPAs)

1. Patient Liaison and Customer Care
2. Administration and Scheduling
3. Appointment Booking
4. Continuous Quality Improvement

Key Responsibilities

1. Patient Liaison and Customer Care

• Deliver exceptional customer service through empathetic, prompt, and professional assistance
• Greet and assist patients and visitors in person and via telephone
• Respond to enquiries or direct them to the appropriate personnel
• Anticipate and address patient anxieties, ensuring comfort and reassurance
• Maintain a clean, organized, and welcoming reception area
• Facilitate VIP ushering where required
• Conduct patient surveys and support feedback collection initiatives

2. Administration and Scheduling

• Schedule and coordinate patient appointments efficiently
• Maintain and update accurate patient records and accounts
• Optimize provider schedules to ensure effective time management
• Notify healthcare providers of patient arrivals and manage appointment flow
• Monitor service delivery timelines and communicate any delays appropriately
• Type and prepare medical reports for doctors
• Support theatre scheduling and general administrative duties
• Collect and record relevant operational data

3. Continuous Quality Improvement

• Identify process challenges or bottlenecks that may affect service delivery
• Proactively recommend and implement improvements to enhance productivity and quality of care
• Participate actively in performance improvement and quality assurance initiatives
• Contribute to achieving organizational goals and service excellence standards

Limits of Authority

• Operate within established policies, procedures, and approved authority levels
• Support the achievement of strategic objectives as directed by management

Skills and Competencies

• Proficiency in Microsoft Office Suite and general computer literacy
• Familiarity with telephone systems and office equipment
• Excellent verbal and written communication skills in English
• Strong scheduling and administrative coordination abilities
• Patient-centred mindset with strong customer service orientation
• Good time management and multitasking skills
• High attention to detail and accuracy
• Professional demeanor with a commitment to quality service
• Flexibility and adaptability in a dynamic healthcare environment

Educational and Professional Requirements

• Minimum of HND or equivalent qualification in Management, Social Sciences, Humanities, or a related field
• Additional relevant qualifications will be an advantage
• Prior experience in a hospital or healthcare environment is an added advantage

How to Apply
Interested and qualified candidates should send their CV to hr@thebankhospital.com