JOB PURPOSE

• To serve as the primary point of contact for patients, visitors, and stakeholders, providing professional reception, patient support, and administrative services. The Front Office Executive will ensure smooth patient flow, accurate information management, effective communication, and a positive patient experience in line with organizational standards and healthcare regulations.

KEY RESPONSIBILITIES

Reception & Patient Services

• Receive, welcome, and direct patients, visitors, and stakeholders professionally.
• Register new patients and update returning patient records in the Hospital Information System (HIS).
• Verify patient identification, insurance details, and referral documentation
• manage clinic queues to ensure smooth patient flow across service points.

Communication & Information Management

• Handle incoming and outgoing calls, emails, and walk-in inquiries.
• Provide accurate information regarding hospital services, clinic schedules, doctors’ availability, and billing procedures. Escalate patient complaints, emergencies, and sensitive matters appropriately while maintaining strict confidentiality.

Billing & Cash Handling Support

• Generate invoices, receipts, and payment confirmations.
• Receive and process payments where applicable and support daily reconciliation.
• Guide patients on insurance processes, SHIF requirements, and billing procedures.

Records & Administration

• Maintain front-office registers, appointment logs, and daily activity records.
• Prepare daily handover reports and maintain accurate physical and electronic documentation.

Coordination & Customer Experience

• Liaise with clinical, nursing, diagnostics, pharmacy, and billing teams to support seamless patient care.
• Support doctors and clinical teams by ensuring patient readiness and timely communication.
• Address patient concerns professionally, support service recovery, and maintain a patient-friendly front-office environment.

EDUCATION AND EXPERIENCE

• A Diploma in Front Office Administration, Business Administration, Healthcare-related field, or  related discipline will be an added advantage.
• 1–2 years’ experience in a hospital or healthcare front-office role.
• Knowledge of hospital operations, patient flow, and basic billing processes.
• Proficiency in Hospital Information Systems (HIS) and Electronic Medical Records (EMR).
• Experience in medical billing and insurance verification processes (e.g., M-TIBA, SMART, SLADE).
• Experience in cash handling, receipt generation, and basic reconciliation.

SKILLS AND COMPETENCIES

• Excellent customer service and patient-centered approach.
• Strong understanding of hospital front-office workflows and queue management.
• Good understanding of medical insurance verification and healthcare billing.
• Strong interpersonal, active listening, and communication skills.
• Computer literacy with working knowledge of MS Word, Excel, and Outlook.
• Ability to remain calm, organized, and professional in high-pressure situations.
• Integrity, reliability, accountability, and strict adherence to healthcare confidentiality