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