About the Company

We are a premier, patient-centered healthcare institution dedicated to delivering exceptional medical services and compassionate care to our community. Grounded in excellence, we continuously strive to optimize our patient pathways by blending advanced health technology with top-tier customer service. We are seeking an articulate, highly organized, and empathetic professional to anchor our front-line patient relations team.

Job Summary

The Customer Experience Officer serves as the primary liaison between our patients, visitors, and the clinical care teams. In this critical role, you will streamline the reception and registration pipeline, manage digital patient records, resolve service inquiries gracefully, and guarantee a seamless, supportive, and professional experience from arrival to discharge.

Key Responsibilities

• Deliver professional greetings and orchestrate seamless check-in, registration, and triage-routing processes for patients and visitors.
• Manage, update, and maintain digital health records accurately utilizing internal Health Management Information Systems (HMIS).
• Handle central front-office administration, including managing inquiries, scheduling patient appointments, and coordinating telephone communications.
• Act as a dedicated brand ambassador to resolve patient complaints, gather feedback, and continuously elevate the standard of care.
• Collaborate closely with medical, nursing, and billing departments to maintain fluid, efficient communication across the facility.
• Ensure the reception and waiting zones remain organized, welcoming, and presentable at all times.

Requirements & Qualifications

• Education: Possession of a Diploma in Front Office Administration, Business Administration, Health Records management, or an equivalent professional qualification.
• Experience: A minimum of two (2) years of active, hands-on experience working within a fast-paced, service-oriented industry (experience in a hospital or clinic setting is highly advantageous).
• Technical Proficiency: Strong computer literacy, with specific, proven proficiency operating Health Management Information Systems (HMIS) or similar relational databases.
• Core Competencies: Outstanding verbal and written communication, active listening, and exceptional interpersonal skills.
• Attributes: High emotional intelligence, strict adherence to patient confidentiality, reliability, and an unwavering customer-first mindset under pressure.

• Deliver professional greetings and orchestrate seamless check-in, registration, and triage-routing processes for patients and visitors.
• Manage, update, and maintain digital health records accurately utilizing internal Health Management Information Systems (HMIS).
• Handle central front-office administration, including managing inquiries, scheduling patient appointments, and coordinating telephone communications.
• Act as a dedicated brand ambassador to resolve patient complaints, gather feedback, and continuously elevate the standard of care.
• Collaborate closely with medical, nursing, and billing departments to maintain fluid, efficient communication across the facility.
• Ensure the reception and waiting zones remain organized, welcoming, and presentable at all times.

• Outstanding verbal and written communication
• Active listening
• Exceptional interpersonal skills
• High emotional intelligence
• Strict adherence to patient confidentiality
• Reliability
• Customer-first mindset under pressure
• Strong computer literacy
• Proficiency operating Health Management Information Systems (HMIS) or similar relational databases

• Diploma in Front Office Administration, Business Administration, Health Records management, or an equivalent professional qualification.
• A minimum of two (2) years of active, hands-on experience working within a fast-paced, service-oriented industry (experience in a hospital or clinic setting is highly advantageous).