Job Purpose

To provide professional and efficient front-desk services to patients and visitors, manage appointments and patient registration, coordinate with clinical and administrative teams, and ensure a smooth and positive patient experience while maintaining confidentiality and service standards.

Key Responsibilities

Patient Reception & Customer Service

• Welcome and greet patients and visitors in a professional and courteous manner.
• Manage the reception desk and ensure patients receive timely assistance.
• Understand patients' basic requirements and direct them to the appropriate department, doctor, or healthcare professional.
• Handle patient enquiries in person, by telephone, and through other approved communication channels.
• Maintain a professional, friendly, and patient-focused approach at all times.

Appointment & Patient Registration

• Schedule, confirm, reschedule, and cancel patient appointments.
• Register new patients and update existing patient information accurately.
• Verify patient details and required documentation during registration.
• Manage patient flow and coordinate with nurses and doctors to minimize waiting time.
• Inform patients about appointment timings and any required preparation or documentation.

Billing & Insurance Support

• Coordinate with the billing and insurance teams regarding patient requirements.
• Collect consultation fees and other applicable payments as authorized.
• Issue receipts and maintain accurate payment records.
• Assist patients with basic insurance-related enquiries and direct complex matters to the appropriate team.
• Verify insurance information and eligibility where applicable.

Documentation & Administration

• Maintain accurate patient records and reception-related documents.
• Ensure confidentiality and secure handling of patient information.
• Prepare daily reports related to appointments, patient visits, collections, and other assigned activities.
• Maintain proper filing and documentation according to clinic procedures.
• Assist with administrative tasks assigned by the Clinic Manager.

Clinic Coordination

• Coordinate with doctors, nurses, laboratory, pharmacy, insurance, and other departments.
• Monitor patient queues and communicate delays professionally.
• Ensure the reception and waiting area are clean, organized, and welcoming.
• Escalate patient complaints, emergencies, or operational issues to the appropriate supervisor.
• Support the clinic team during busy periods and ensure smooth daily operations.