Front Office Supervisor

Role Overview

This position is responsible for keeping the hospital’s front office running smoothly and professionally as the first point of contact for patients, families, and visitors. Day to day, you will supervise reception and patient service staff, oversee registrations and admissions, resolve patient concerns, and coordinate with clinical teams to minimise delays and errors. Your leadership directly shapes both patient satisfaction and the overall efficiency of hospital operations.

Key Responsibilities

• Supervise and support front-office staff, including shift scheduling, task assignment, and daily performance guidance.
• Manage patient registration, admission, and discharge workflows to ensure accuracy, speed, and compliance with hospital procedures.
• Monitor patient flow in waiting areas and reception zones, identifying bottlenecks and implementing practical improvements.
• Handle escalated patient complaints, billing queries, and unusual requests with empathy and sound judgment.
• Ensure patient records are created, updated, and stored correctly in line with confidentiality and data protection standards.
• Coordinate with nursing, medical records, billing, and administrative departments to keep information consistent and accessible.
• Train new and existing front-office team members on hospital systems, customer service standards, and emergency protocols.
• Conduct regular audits of front-office processes, reporting issues and recommending changes to management.

Requirements & Qualifications

• Diploma or degree in Business Administration, Health Records, Hospitality, Healthcare Administration, or a closely related field.
• At least 3 years of relevant professional experience, including direct supervisory responsibility.
• Proven experience in hospital front-office operations, patient registration, and patient management.
• Strong leadership skills with the ability to motivate, direct, and develop a customer-facing team.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Demonstrated problem-solving skills in fast-paced, high-pressure healthcare environments.
• Hands-on experience with hospital management systems or electronic health records is an added advantage.