The Role
This role will play an integral part in the running of our front desk and patient experience. Reporting directly to the Executive Director, this role combines leadership, operational oversight, and hands-on problem solving to ensure patients receive the highest standard of service from the moment they walk through our doors to the time they receive their reports. The ideal candidate is a mentor, motivator, and service champion who sets the tone for professionalism across the team. This position is critical in upholding DCL's reputation as Ghana's most trusted diagnostic provider while supporting our growth and innovation agenda.
Key Responsibilities
- Front Desk Leadership: Oversee all customer service operations to ensure seamless, patient-friendly service delivery daily.
- Customer Experience: Handle escalated patient concerns, resolve issues promptly, and ensure feedback is acted upon to continually improve service quality.
- Data & Records Management: Ensure accurate entry of patient information in our software, including insurance claims, referral forms, and medical reports.
- Confidential Reporting: Manage the secure, timely dispatch of patient reports in compliance with privacy standards.
- Process Compliance: Enforce adherence to DCL policies, service standards, and ethical guidelines across the front desk team.
- Medical Knowledge Application: Use a strong understanding of medical terminology, imaging, and laboratory services to provide accurate guidance to patients.
What We're Looking For
- Minimum of 5-7 years' experience in customer service, with at least 3 years in a senior or managerial role.
- Proven leadership and team development skills.
- Strong written and verbal communication, with the ability to train, coach, and motivate staff.
- Excellent conflict resolution, decision-making, and problem-solving abilities.
- Proficiency in medical administration software and handling of patient records, referrals, and insurance claims.
- Advanced administrative skills, including computer literacy, high typing speed and accuracy.
- Familiarity with medical terminology and diagnostic procedures (laboratory and imaging).
- Ability to work independently, show initiative, and escalate issues appropriately when required.
- A collaborative team player who actively supports and mentors junior colleagues.
Salary
Competitive
Monthly based
Location
Accra, Greater Accra Region, Ghana
Accra, Greater Accra Region, Ghana