Patient Support Officer (Front Desk Officer at Reddington )
Job Description
Patient Support Officer (Front Desk Officer)
- Job Location: Lagos
- Job type: Full-time
- Department: Customer Service
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.
- 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.
- 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.
- 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 fast paced environment.
- 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
