Front Desk Officer

Responsibilities:

• Triage basics: Recognize emergencies and alert medical staff immediately
• Ensure waiting areas are neat and organized
• Enforce hospital policies: visiting hours, infection control protocols
• Handle correspondence, courier deliveries, and sometimes basic IT support

Patient Reception & Communication:

• Greet patients warmly and help them feel comfortable
• Answer phone calls, emails, and in-person inquiries
• Direct patients/visitors to the right department, ward, or doctor
• Handle complaints and escalate urgent issues to the right staff

Registration & Records:

• Patient registration: Collect bio data, next of kin, insurance details
• Verify patient identity and update medical records
• Schedule, confirm, and reschedule appointments
• Manage walk-ins and triage based on urgency

Billing & Insurance:

• Explain consultation fees, lab fees, admission charges
• Process payments: cash, POS, transfer, HMO/insurance verification
• Generate receipts and invoices
• Help patients with insurance claims and pre-authorization forms

Coordination:

• Liaise between patients, doctors, nurses, lab, pharmacy, and billing
• Book follow-up appointments and send reminders
• Manage doctors’ schedules and room assignments
• Handle referrals to other departments or hospitals

Documentation & Admin:

• Maintain daily patient logs and attendance registers
• File and retrieve medical records, keeping patient confidentiality per HIPAA/NDPR rules
• Prepare reports: daily patient count, revenue, no-shows
• Stock front desk materials: forms, brochures, stationery

Key Skills:

• Customer service + empathy - patients are often anxious
• Organization and multitasking
• Basic medical terminology and billing/HMO knowledge
• Computer skills for HMIS/EHR systems
• Discretion and confidentiality