Client Service Officer - Lekki

CLIENT SERVICE OFFICER-LEKKI

Role Overview

We are seeking a professional, empathetic, and customer-focused Client Service Officer to serve as the first point of contact for patients within a structured healthcare, oncology, and NGO environment.

The successful candidate will manage patient enquiries, registration, appointments, and front desk operations while ensuring a smooth, respectful, and positive patient experience. The role requires excellent communication, strong organisational skills, discretion in handling confidential information, and the ability to remain calm and professional in a sensitive healthcare environment.

Key Responsibilities

• Welcome patients and visitors, manage front desk activities, and provide professional assistance.
• Register new patients, update existing records, and ensure accurate entry of patient information into the relevant systems.
• Schedule, confirm, and coordinate appointments, consultations, and follow-up visits.
• Respond promptly to patient enquiries received in person, by telephone, email, or other communication channels.
• Provide clear information on available services, appointment procedures, and administrative processes.
• Guide patients through registration and appointment procedures with empathy, patience, and professionalism.
• Coordinate with clinical, administrative, and other relevant teams to support efficient patient service delivery.
• Monitor appointment schedules, waiting lists, and patient flow to minimise avoidable delays.
• Handle patient complaints and concerns professionally, escalating clinical or sensitive matters to the appropriate personnel.
• Maintain the confidentiality and security of patient records in accordance with applicable data protection requirements.
• Follow up on appointments and communicate relevant updates to patients as required.
• Maintain organised records of patient interactions, enquiries, and service-related issues.
• Ensure the reception area remains orderly, welcoming, and conducive to a professional healthcare environment.

Qualifications and Requirements

• Minimum of OND, HND, or BSc in Business Administration, Mass Communication, Public Administration, or a related discipline.
• Three to five (3–5) years of relevant experience in client service, customer relations, front desk administration, or patient services.
• Previous experience in a hospital, healthcare facility, oncology centre, or NGO will be an advantage.
• Proficiency in Microsoft Office applications, particularly Word and Excel.
• Strong written and verbal communication skills.
• Good organisational, administrative, and multitasking abilities.
• Ability to handle confidential information responsibly and maintain accurate records.
• Strong customer service, complaint resolution, and interpersonal skills.

Required Skills and Competencies

• Excellent communication and relationship management skills.
• Empathy and sensitivity when dealing with patients and their families.
• Strong attention to detail and accuracy in record-keeping.
• Ability to manage competing priorities in a busy healthcare environment.
• Professionalism, discretion, integrity, and accountability.
• Effective problem-solving and conflict management skills.
• Ability to work independently and collaboratively with multidisciplinary teams.

Ideal Candidate

The ideal candidate is a calm, courteous, and service-oriented professional who understands the importance of patient experience, confidentiality, and effective communication in a healthcare setting. They should be comfortable interacting with patients from diverse backgrounds, including individuals requiring sensitive support, and demonstrate empathy without compromising professionalism.

A candidate with previous experience in healthcare, oncology, or NGO service delivery, particularly in patient registration, appointment coordination, and front desk management, will be well suited to the role.