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.