Front Office Executive

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Front Office Executive

Job Purpose

The Front Office Executive will act as the first point of contact for patients, visitors and other stakeholders. The role involves providing professional reception, administrative and patient support services while ensuring efficient patient movement, accurate information handling, clear communication and a positive experience in accordance with healthcare standards and organisational requirements.

Key Responsibilities

Reception and Patient Services

• Welcome and professionally assist patients, visitors and other stakeholders.

• Register new patients and update records for returning patients through the Hospital Information System (HIS).

• Confirm patient identification, insurance information and referral documents.

• Manage clinic queues and coordinate patient movement across different service points.

Communication and Information Management

• Manage incoming and outgoing telephone calls, emails and walk-in enquiries.

• Provide accurate information about hospital services, clinic timetables, doctor availability and billing procedures.

• Escalate complaints, emergencies and sensitive patient matters to the appropriate teams.

• Maintain patient confidentiality when handling information and communications.

Billing and Cash Handling Support

• Prepare invoices, receipts and payment confirmations.

• Receive and process payments where required and assist with daily reconciliation activities.

• Explain insurance procedures, SHIF requirements and billing processes to patients.

Records and Administration

• Maintain front-office registers, appointment records and daily activity logs.

• Prepare daily handover reports.

• Ensure both physical and electronic records are accurate, complete and properly maintained.

Coordination and Patient Experience

• Coordinate with clinical, nursing, diagnostic, pharmacy and billing departments to facilitate smooth patient care.

• Assist doctors and clinical teams by ensuring patients are prepared and relevant information is communicated on time.

• Handle patient concerns professionally and support appropriate service recovery.

• Maintain a welcoming, organised and patient-friendly reception environment.

Education and Experience

• Diploma in Front Office Administration, Business Administration, Healthcare or a related field will be an added advantage.

• 1–2 years of experience in a hospital or healthcare front-office environment.

• Knowledge of hospital operations, patient flow and basic billing procedures.

• Proficiency in using Hospital Information Systems (HIS) and Electronic Medical Records (EMR).

• Experience with medical billing and insurance verification systems such as M-TIBA, SMART or SLADE.

• Experience handling cash, generating receipts and performing basic reconciliations.

Skills and Competencies

• Strong customer service skills with a patient-focused approach.

• Good knowledge of hospital reception procedures and queue management.

• Understanding of medical insurance verification and healthcare billing processes.

• Excellent interpersonal, active listening and communication abilities.

• Computer proficiency, including practical knowledge of MS Word, Excel and Outlook.

• Ability to remain composed, organised and professional when working under pressure.

• High level of integrity, dependability and accountability.

• Strict commitment to healthcare confidentiality and proper handling of patient information.

Application

Interested and qualified candidates should forward their CV to: recruitment@jalaramnairobi.org using the position as subject of email.