About this position

POSITION OVERVIEW:

The Front Office Officer reports to the HR and Administrative Coordinator and serves as a key link between the hospital, patients, and their families. This role ensures efficient patient registration, smooth communication, and a positive overall patient experience while supporting the administrative functions of the hospital.

The Front Office Officer manages inquiries, registers patients, receives feedback, and addresses concerns or complaints in coordination with hospital staff, acting as a mediator to uphold patients’ rights. The officer also reports relevant information and trends to the HR and Administrative Coordinator, helping improve service delivery, staff coordination, and overall hospital operations.

ESSENTIAL DUTIES:

Manage and coordinate patient bookings, liaising with the OPD Nurse In-Charge and Inpatient Department to ensure smooth patient handling and optimal care.
Maintain strong working relationships with all hospital staff to support quality patient service and positive guest relations.
Escort patients and visitors on formal tours of hospital facilities as required.
Act as a patient advocate throughout the consultation and inpatient process, providing guidance, information on hospital services, procedures, and protocols, and ensuring patients’ rights are upheld.
Follow up on patient feedback and analysis reports, providing timely updates to the Patients’ Complaint Committee.
Liaise with surgeons, nurses, and other hospital staff to maintain high standards of service and ensure a safe environment for patients, families, and guests.
Deliver prompt, efficient, and responsive customer service, identifying patient needs and ensuring services meet their expectations.
Maintain a cordial, professional, and humane approach in all patient interactions, providing timely feedback and support.
Perform general clerical and reception duties at the main reception/front desk, including handling inquiries and directing patients to the appropriate departments.
Support patient admissions and medical records management, including electronic medical systems, from file creation to storage.
Interview patients and families to assess care needs and refer them to the appropriate healthcare providers.
Assist in the development, documentation, and implementation of departmental policies and procedure manuals to ensure compliance and operational efficiency

OTHER DUTIES

Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the co-worker for this position. Duties, responsibilities and activities may change at any time with or without notice. Co-worker must perform other tasks, duties, and projects as assigned.
Attend and participate in office devotionals, seminars, in-service education classes, on-the-job training programs, etc.
May be required to participate in mobile clinics or community outreach.

EDUCATION/EXPERIENCE REQUIREMENTS:

Degree in Business Administration or public relations or any related filled
A minimum of 5 years of relevant experience.
Experience working in hospital setting is desirable.

KNOWLEDGE, SKILLS & ABILITIES:

Ability to manage and coordinate patient bookings efficiently.
Ability to maintain effective working relationships.
Ability to identify patient needs and deliver responsive, timely, and empathetic service.
Ability to maintain accurate patient records and manage electronic medical systems.
Ability to address patient concerns and advocate for patients’ rights
Ability to perform multiple tasks

COMPETENCIES:

Professionalism: Demonstrates a courteous, humane, and ethical approach in all patient and staff interactions.
Collaboration and Teamwork: Works effectively with surgeons, nurses, and other staff to maintain high standards of care and hospital operations.
Attention to Detail: Ensures accuracy in patient registration, record-keeping, and reporting, and adherence to hospital policies and procedures.
Adaptability: Responds effectively to dynamic hospital environments, patient needs, and unexpected challenges.
Communication Skills: Conveys information clearly and accurately, both orally and in writing, including patient guidance, feedback, and departmental reporting.
Service Orientation: Committed to providing high-quality care, prioritizing patient satisfaction, safety, and overall experience.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a co-worker encounters while performing the essential functions of this position. The co-worker must perform all duties in conformance with appropriate safety and security standards.
The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a co-worker to perform the essential duties of this position successfully.

The co-worker must be able to regularly lift and/or move up to 10 pounds.
While performing the duties of this position, the co-worker is required to:
- Frequently: sit, use fine finger dexterity, talk, and hear.
- Occasionally: stand, walk, reach with hands and arms.
The co-worker must perform all duties in conformance with appropriate safety and security standards.

REASONABLE ACCOMMODATIONS

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Beit CURE Children’s Hospital Malawi is an equal opportunity employer that promotes disability inclusion. Qualified individuals with disabilities are strongly encouraged to apply.

Note: Applications will be reviewed on a rolling basis, Application for this position will be reviewed on rolling basis as such we will close this advert when we are in receipt of sufficient applicants.

Beit-CURE Children's Hospital Malawi is a Christian (BCHM) mission hospital based in Blantyre that provides free orthopedic as well as plastic and reconstructive surgeries for children with correctable physical disabilities in Malawi. The integral mission for BCHM is “Healing the sick and proclaiming the Kingdom of God“