Front Desk Officer

Job Purpose

• The Front Desk Officer will serve as the first point of contact for patients, clients, visitors, and healthcare professionals.
• The role is responsible for providing professional reception services, registering patients, coordinating laboratory requests, handling inquiries, managing records, and ensuring a smooth and positive patient experience.

Key Responsibilities
Reception & Patient Services:

• Welcome and attend to patients, visitors, and clients professionally.
• Provide accurate information about laboratory services, procedures, turnaround times, and operating hours.
• Manage patient flow and ensure patients are attended to promptly.
• Handle complaints and escalate unresolved issues to the appropriate supervisor.

Patient Registration & Documentation:

• Register new and returning patients accurately in the Laboratory Information System (LIS) or relevant system.
• Verify patient information and ensure records are complete and up to date.
• Receive and verify laboratory test requests/requisitions.
• Ensure patient confidentiality and proper handling of medical information.

Billing & Payment Support:

• Prepare invoices and communicate applicable test charges to patients.
• Receive and acknowledge payments where applicable and issue receipts.
• Coordinate with the Finance team regarding outstanding payments and billing discrepancies.
• Maintain accurate records of daily transactions.

Laboratory Coordination:

• Liaise with laboratory scientists, phlebotomists, doctors, and other relevant personnel regarding patient requests.
• Coordinate sample collection and patient movement where required.
• Track and communicate test status and expected turnaround times to patients.
• Follow up on pending results and ensure authorized results are communicated appropriately.

Telephone & Communication Management:

• Answer telephone calls, emails, and other inquiries promptly and professionally.
• Schedule appointments and coordinate patient visits where applicable.
• Direct calls and inquiries to the appropriate department or staff member.

Records & Administrative Support:

• Maintain accurate physical and electronic records.
• File laboratory requests, receipts, reports, and other relevant documentation.
• Prepare daily/weekly front-desk reports as required.
• Support general administrative activities within the laboratory.

Key Performance Indicators (KPIs)

• Patient registration accuracy.
• Patient waiting/processing time.
• Customer satisfaction and complaint resolution.
• Accuracy of billing and payment records.
• Timeliness of patient communication.
• Accuracy and completeness of documentation.
• Compliance with laboratory procedures and confidentiality requirements.
• Attendance, punctuality, and professional conduct.

Qualifications & Experience

• OND / HND / B.Sc. in Business Administration, Health Administration, Public Administration, Secretarial Studies, or a related discipline.
• 1–3 years' experience in a front desk, customer service, hospital, diagnostic centre, medical laboratory, or healthcare environment.
• Experience with Laboratory Information Systems (LIS), hospital management systems, or customer relationship systems is an advantage.
• Proficiency in Microsoft Office applications.

Required Skills & Competencies:

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication.
• Good telephone etiquette.
• Attention to detail and data accuracy.
• Ability to work under pressure and manage multiple patients simultaneously.
• Professional appearance and positive attitude.
• Strong confidentiality and discretion when handling patient information.
• Good organizational and time-management skills.
• Basic understanding of medical/laboratory terminology.
• Ability to work effectively with laboratory and healthcare professionals.

Personal Attributes:

• Patient-focused and service-oriented.
• Courteous, calm, and professional.
• Trustworthy and discreet.
• Proactive and solution-oriented.
• Reliable and accountable.
• Team player with strong interpersonal skills.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their CV/Resume to: using “Front Desk Officer – Medical Laboratory” as the subject of the email.

Note : Only shortlisted candidates will be contacted.

Share this job: