Patient Care Officer

Job Summary

• To ensure patients receive a welcoming, seamless, and satisfactory healthcare experience by coordinating patient services, providing guidance throughout the hospital, monitoring waiting times, gathering feedback, and working with relevant departments to improve service delivery and patient satisfaction.

Responsibilities

• Welcome patients warmly, provide professional assistance, and ensure a friendly and patient-centred environment.
• Guide patients through registration, consultations, laboratory services, pharmacy, billing, and other hospital departments.
• Respond promptly to patient enquiries, concerns, and complaints, escalating clinical or sensitive matters to the appropriate personnel.
• Monitor patient waiting times and service delivery across the OPD, identifying delays and coordinating with relevant departments to improve efficiency.
• Collect, document, and analyse patient feedback to identify areas for improvement.
• Follow up on patient concerns and ensure timely resolution in collaboration with the appropriate hospital staff.
• Maintain accurate records of patient interactions, complaints, feedback, and service improvement activities.
• Work closely with doctors, nurses, medical records personnel, laboratory staff, pharmacists, cashiers, and administrators to ensure smooth patient flow.
• Promote compliance with hospital policies, patient confidentiality requirements, hygiene standards, and service protocols.
• Assist patients with appointments, referrals, follow-up visits, and other administrative requirements.
• Monitor patient satisfaction levels and contribute to initiatives aimed at improving the overall patient experience.
• Support the use of electronic systems for patient registration, waiting-time monitoring, feedback collection, and service tracking.
• Identify recurring service delivery challenges and recommend practical solutions to management.
• Perform other patient service and administrative duties as assigned.

Requirements

• Bachelor’s Degree or HND in Healthcare Administration, Hospital Management, Business Administration, Public Health, or a related field.
• Previous experience in patient relations, customer service, hospital administration, or a healthcare environment is an advantage.
• Knowledge of healthcare service standards, patient confidentiality, and hospital procedures is desirable.
• Basic proficiency in Microsoft Office and electronic hospital management systems.
• Strong communication, interpersonal, and problem-solving skills.
• Excellent organisational skills and the ability to manage multiple patient requests effectively.
• A compassionate, patient, courteous, and service-oriented disposition.
• Ability to work collaboratively with multidisciplinary teams and remain professional under pressure.

Key Competencies:

• Patient-centred service delivery
• Effective communication and active listening
• Complaint handling and conflict resolution
• Time management and coordination
• Attention to detail and record keeping
• Teamwork and collaboration
• Professionalism, empathy, and confidentiality
• Continuous service improvement.