The Receptionist – Front Desk is the first point of contact for patients, visitors, and external stakeholders at the hospital. This role is responsible for delivering a professional, welcoming, and efficient front-desk service while supporting patient registration, appointment coordination, and general administrative tasks. The Receptionist plays a key role in creating a positive patient experience, ensuring accurate information flow, and maintaining confidentiality in line with healthcare standards.
Job Description
Reports To: HOD
Responsibilities
- Front Desk & Patient Services:
• Greet patients, visitors, and guests in a courteous and professional manner.
• Register patients accurately and verify personal, insurance, and appointment details.
• Schedule, confirm, and manage patient appointments in coordination with clinical departments.
• Provide clear information regarding hospital services, procedures, and directions. - Communication & Coordination:
• Answer and direct incoming calls promptly and professionally.
• Liaise with nurses, doctors, and administrative staff to ensure smooth patient flow.
• Manage inquiries from patients, families, and external service providers. - Administrative Support:
• Maintain accurate patient records and update hospital information systems as required.
• Handle documentation, forms, and correspondence in compliance with hospital procedures.
• Process payments, issue receipts, and support billing or insurance-related queries where applicable. - Confidentiality & Compliance:
• Ensure strict confidentiality of patient information in line with data protection and healthcare regulations.
• Adhere to hospital policies, procedures, and patient safety standards.
• Report incidents, complaints, or concerns to the appropriate department or supervisor. - Environment & Professional Image:
• Maintain a clean, organized, and professional reception area.
• Uphold the hospital’s standards of professionalism, empathy, and customer care at all times.
Requirements
Education & Skills:
- Previous experience in a receptionist, front desk, or customer service role, preferably in a healthcare setting
• Excellent verbal and written communication skills
• Strong interpersonal skills with a patient-focused and empathetic approach
• Ability to handle sensitive information with discretion and confidentiality
• Good organisational and multitasking skills
• Basic computer literacy and experience with scheduling or hospital information systems
• Ability to remain calm and professional in a fast-paced environment
• Fluency in English; knowledge of additional languages is an asset
Professional Development:
The hospital supports continuous learning through on-the-job training, system and process training, and customer service development programs. The role offers opportunities to gain experience in healthcare administration and progress within front-office or administrative career paths.
Impact on the Organization:
The Receptionist – Front Desk plays a vital role in shaping patients’ first impressions of the hospital. By providing efficient, compassionate, and professional service, the role enhances patient satisfaction, supports smooth clinical operations, and contributes to a welcoming and well-organized healthcare environment.
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