• As the first point of contact for patients and visitors, the Front Office Executive ensures a welcoming, efficient, and professional experience at our reception. This critical role supports seamless hospital operations and enhances patient satisfaction.

Responsibilities

• Attend to all visitors coming to the hospital
• Promptly handle all telephone calls and emails at your disposal and escalate appropriately
• Greet and register patients in line with hospital protocols
• Facilitate patient flow by managing appointments and billing processes
• Process payments via cash, cards, mobile money (e.g., M-PESA), and handle insurance pre-authorizations
• Scan, file, and dispatch relevant documents to insurance providers and follow up on approval status
• Guide patients to the appropriate departments or service areas
• Report daily billing summaries to the senior cashier or relevant department
• Maintain an organized and clean reception area, including managing front desk supplies and correspondence

Qualifications

• Diploma in Business Administration, Front Office Operations, or a related field (Accounting or Secretarial studies is a plus)
• Certificate/diploma in medical records would be considered
• At least 1–2 years of experience in a hospital or healthcare front desk role

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• We are seeking a hospitable and skilled Customer Care Officer to manage patient interactions and ensure an exceptional experience at the hospital’s front desk and customer care points. This role is pivotal in delivering seamless communication, efficient patient flow, and high standards of service.

Key Responsibilities

• Serve as the point of contact—welcoming and guiding patients and visitors through admissions and reception areas, mirroring duties seen in related hospital roles, understanding patient needs and ensuring discharge process for the patient is seamless.
• Manage inquiries via phone, email, and in-person, providing clear and courteous information and referrals to relevant departments
• Use queue management systems to streamline patient flow and minimize wait times, ensuring patient satisfaction.
• Assist patients with appointment scheduling, check-ins, and payment processes, ensuring clarity and accuracy.
• Handle complaints and feedback with empathy and efficiency, escalating or resolving them in collaboration with relevant teams. Work with their supervisor to give feedback reports and escalating grievous matters.
• Keep accurate records of patient interactions, enquiries, and feedback to support continuous improvement of customer experience.

Qualifications & Experience

• Diploma in Business Administration, Hospitality Management, Front Office Operations, Communication, Heath care Assistant or a related field
• 1–3 years of experience in a customer-facing role, preferably in a healthcare, hospital, or front office environment.
• Strong verbal and written communication skills, with a warm and professional demeanor.
• Proficiency in Microsoft Office (Word, Excel) and comfortable with common hospital or appointment systems; prior training in customer care is an added advantage.
• Excellent multitasking, time management, and resilience under pressure.
• Empathy-driven attitude, confidentiality awareness, and commitment to superior service delivery.
• Customer Experience training will be an added advantage.

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