Patient Support Officer (Front Desk Officer) Job at the Reddington Multi-specialist Hospital

The Reddington Multi-specialist Hospital built on nine floors provides fully comprehensive tertiary hospital solutions in most medical areas. Our journey as a healthcare provider began in March 2006 with the establishment of the Cardiac Centre, in Victoria Island, in association with the renowned Cromwell Hospital in London.

We are recruiting to fill the position below:

Job Position: 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.
• 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.
• 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.
• 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 work in a fast-paced environment.
• Ability to handle sensitive situations with tact and empathy.
• Proficient in using computers and hospital information systems.
• Multilingual skills (if relevant to the hospital's patient demographic) are an asset.

Working Conditions:

• Work in a fast paced enviroment.
• 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