Job Title: Customer Experience Executive

Department: Front Desk / Client Services
Reports To: Hospital Administrator
Location: Obaatan Pa Women’s Hospital, East Legon
Job Type: Full-Time

Job Purpose:

To deliver exceptional patient experience by serving as the first point of contact for clients, ensuring all interactions are professional, timely, and compassionate. The role also includes managing cash transactions, billing, and payment processes efficiently and in line with hospital protocols.

Key Responsibilities:

1. Front Desk & Patient Engagement

Warmly welcome and check in patients, visitors, and clients at the reception.
Respond promptly to inquiries—both in person and via phone, email, or messaging platforms.
Guide patients through service processes (registration, consultation, diagnostics, pharmacy, etc.).
Maintain an organized, clean, and professional front desk environment.
Support patients with navigating the hospital’s services, facilities, and payment options.
Monitor and record patient feedback, complaints, and suggestions to enhance service quality.
Liaise with clinical and non-clinical departments to resolve client issues or delays.
2. Cashier Duties & Payment Processing

Generate invoices and collect payments for consultations, procedures, diagnostics, and medications.
Issue official receipts and ensure accurate daily cash, POS, and transfer reconciliations.
Maintain detailed and up-to-date records of all financial transactions.
Handle petty cash transactions in line with hospital financial policies.
Prepare and submit daily and weekly cash reports to the Finance/Accounts Department.
Ensure financial confidentiality and safeguard patient billing information.
3. Service Monitoring & Follow-up

Follow up on appointments, patient queries, and service recovery cases as needed.
Track waiting times, delays, and patient flow to suggest service improvements.
Assist in patient satisfaction surveys, feedback analysis, and reporting.
Collaborate with the clinical and administrative teams to ensure seamless service delivery.
4. Administrative Support

Support in preparing reports, maintaining front office files, and data entry.
Ensure all regulatory compliance licensures are up to date.

Qualifications and Experience:

Diploma or degree in Business Administration, Customer Service, Accounting, or a related field.
At least 2 years of experience in a hospital or healthcare customer service role (preferred).
Strong interpersonal and communication skills (both written and verbal).
Proficiency in Microsoft Office, RX and hospital billing software (if applicable).
Knowledge of basic accounting and cashiering processes.
Ability to work under pressure and handle sensitive situations with professionalism.

Key Competencies:

Compassion and empathy
Attention to detail and accuracy
Conflict resolution and problem-solving
Confidentiality and professionalism
Multitasking and time management