Job Title

Receptionist

Department

Guest Experience / Front Office

Reporting To

Guest Experience Team Lead

Location

Medica Care Center – Kuwait

Job Purpose

The Receptionist is the first point of contact for patients and visitors at Medica Care Center. The role is responsible for delivering a professional, welcoming, and efficient guest experience while ensuring smooth front-desk operations, accurate patient handling, and effective coordination with clinical and administrative teams. The position plays a critical role in upholding the center’s service quality, brand image, and patient satisfaction standards.

Key Accountabilities & Responsibilities

1. Guest & Patient Experience

• Greet patients and visitors warmly and professionally upon arrival.
• Manage patient check-in and check-out processes efficiently and accurately.
• Ensure a calm, respectful, and supportive environment for all patients at all times.
• Address basic patient inquiries, concerns, and complaints, escalating complex issues to the Guest Experience Team Lead when required.
• Maintain patient confidentiality and privacy in accordance with healthcare regulations and internal policies.

2. Front Desk & Appointment Management

• Schedule, confirm, reschedule, and cancel appointments using the clinic’s system.
• Coordinate patient flow to minimize waiting time and optimize clinic efficiency.
• Verify patient details, documentation, and insurance information as required.
• Manage phone calls, emails, and walk-in inquiries in a timely and professional manner.

3. Administrative & System Accuracy

• Maintain accurate patient records and ensure data is correctly entered into the system.
• Handle basic billing support, payment collection, and receipt issuance as per approved procedures.
• Ensure daily reconciliation of appointments, payments, and front-desk transactions.
• Support internal reporting and documentation when requested by the Guest Experience Team Lead.

4. Coordination & Team Support

• Liaise closely with doctors, nurses, and support staff to ensure seamless patient service.
• Communicate any delays, changes, or special patient requirements promptly.
• Support clinic operations during peak hours, promotions, or special events.

Perform other related duties and tasks assigned by the direct manager or senior management.

Qualifications & Experience

• Diploma or Bachelor’s degree in Business Administration, Healthcare Administration, or a related field (preferred).
• Minimum 1–2 years of experience in a receptionist or front-desk role, preferably in healthcare, clinics, or hospitality.
• Experience working with appointment systems or healthcare management systems is an advantage.

Working Conditions

• Full-time role based at Medica Care Center.
• Shift-based schedule aligned with clinic operating hours.
• Requires prolonged sitting/standing and regular interaction with patients and visitors.

Performance Indicators (KPIs)

• Patient satisfaction and feedback scores.
• Appointment accuracy and system data accuracy.
• Waiting time management and front-desk efficiency.
• Compliance with service standards, policies, and procedures.
• Professional conduct and teamwork contribution.

Skills

Skills & Competencies

• Strong customer service and interpersonal skills.
• Professional appearance and communication style.
• Excellent verbal and written communication skills in English; Arabic is an advantage.
• High attention to detail and accuracy.
• Ability to multitask and work effectively under pressure.
• Basic computer skills (MS Office, scheduling systems).
• Discretion, integrity, and respect for patient confidentiality.