Essential Job Details

• Position Title: Front Office Officer
• Location: Nairobi, Kenya
• Employment Type: Full-Time
• Number of Vacancies: 1
• Salary: KES 30,000 – KES 50,000 Monthly (Estimated based on market research from reputable sources: PayScale and Glassdoor for front office/receptionist roles in Nairobi’s healthcare sector, adjusted for 2 years of experience)
• Category/Department: Administration / Secretarial
• Reporting To: Front Office Supervisor / Hospital Administrator
• Application Deadline: 19 September 2025

Introduction

The front office officer role at Nairobi Adventist Hospital (NAH) in Nyari West, Westlands, Nairobi, presents an exceptional opportunity for a compassionate and professional individual to deliver outstanding front office and customer care services in a faith-based, tertiary-level healthcare facility. This full-time position involves warmly welcoming patients, clients, and visitors, managing inquiries, handling patient registrations, and providing efficient administrative support to ensure seamless hospital operations.

Designed for candidates with a diploma in Front Office Operations, Business Administration, or a related field and at least two years of experience in a busy hospital or healthcare setting, the front office officer role requires alignment with Seventh-day Adventist (SDA) values of holistic, quality, and compassionate care. By joining NAH, you’ll contribute to a patient-centered environment, supporting the hospital’s mission to deliver integrated physical, mental, and spiritual healthcare in Nairobi’s dynamic medical landscape.

About Nairobi Adventist Hospital

Nairobi Adventist Hospital (NAH), a Seventh-day Adventist church-established and owned tertiary (level 4) hospital, is located in Nyari West, Westlands sub-county, Nairobi County, Kenya. As a faith-based institution, NAH is dedicated to providing holistic healthcare, blending medical excellence with spiritual care to serve diverse communities. The hospital offers comprehensive services, including emergency care, surgery, diagnostics, maternity, and outpatient care, catering to both local and regional patients.

NAH’s mission emphasizes compassion, integrity, and quality, rooted in SDA principles that prioritize patient well-being and community service. With a focus on professionalism, teamwork, and continuous improvement, NAH fosters a supportive work environment where employees are empowered to grow and contribute to transformative healthcare. The front office officer role is pivotal in upholding this mission, ensuring a welcoming first impression and efficient operations that enhance patient satisfaction and trust.

Key Responsibilities

Front Office and Customer Care

• Greet and receive all patients, clients, and visitors with warmth and professionalism, creating a reassuring and welcoming experience in the front office officer role.
• Manage telephone calls promptly, answering inquiries courteously, directing calls to appropriate departments, and relaying accurate messages to ensure seamless communication.
• Register patients upon arrival, verifying personal details such as identification, insurance, NHIF status, and medical history, and updating hospital records in compliance with procedures.
• Guide patients through hospital processes, including consultation scheduling, admission procedures, billing inquiries, and discharge instructions, to ensure a smooth and stress-free experience.
• Ensure proper handling and filing of patient documents, maintaining strict confidentiality and organizing records for quick retrieval and compliance with data protection standards.
• Provide accurate information to patients and visitors about hospital services, appointment availability, specialist consultations, or wellness programs.
• Monitor patient flow in waiting areas, managing congestion to reduce wait times and enhance satisfaction.
• Maintain a clean, organized, and welcoming reception area, stocking forms, brochures, and informational materials to reflect NAH’s values of compassion and professionalism.
• Resolve patient or visitor concerns empathetically, addressing complaints promptly or escalating complex issues to supervisors for timely resolution.
• Support multilingual communications, assisting in English, Swahili, or other languages as needed to accommodate diverse patients.
• Coordinate with security to manage visitor access, issuing badges and maintaining logbooks to uphold safety protocols.
• Promote hospital services, such as health camps or preventive care programs, during patient interactions to enhance community engagement.
• Assist in emergency situations by directing patients to triage or relevant departments swiftly.
• Track patient feedback on front office services, compiling insights to improve processes.
• Facilitate visitor check-ins, ensuring a streamlined process for appointments or inquiries.

Administrative Support

• Manage appointment bookings via phone, in-person, or hospital information systems, coordinating with clinical departments to optimize scheduling and avoid conflicts in the front office officer role.
• Handle billing queries, issuing receipts for payments, liaising with the finance/accounts team to process payments, refunds, or insurance claims accurately.
• Support administrative duties, including data entry, drafting correspondence, preparing reports, and organizing files to enhance operational efficiency.
• Perform periodic audits of patient records to ensure accuracy and completeness for clinical and billing purposes.
• Update digital hospital management systems with real-time patient data, ensuring seamless integration with clinical workflows.
• Prepare daily reports on patient arrivals, appointments, and inquiries for management review and operational planning.
• Assist in coordinating inter-departmental communications, relaying messages between reception, wards, and administrative teams.
• Support special events, such as health camps or community outreach programs, by managing registrations, inquiries, and logistical arrangements.
• Maintain inventory of front office supplies, such as forms, stationery, and brochures, ordering replenishments to avoid shortages.
• Handle cash transactions securely, reconciling daily receipts with the finance team to ensure financial accuracy.
• Organize patient records and archives, both physical and digital, for efficient retrieval and compliance with regulations.
• Assist in drafting professional correspondence, such as patient notifications or appointment confirmations, ensuring clarity and alignment with hospital standards.
• Support staff onboarding by preparing administrative materials or schedules for new hires.
• Coordinate with external vendors for printing or supply services to maintain front office functionality.
• Ensure compliance with hospital policies on infection control, hygiene, and data protection at the front desk.
• Facilitate training for new front office staff on procedures, systems, and customer service standards.
• Prepare summaries of patient interactions or complaints for quality assurance reviews.
• Support the creation of informational materials, such as posters or flyers, for hospital events.
• Monitor appointment no-shows and follow up with patients to reschedule as needed.
• Assist in preparing budgets for front office supplies or events, tracking expenses accurately.

Upholding SDA Mission and Values

• Uphold the hospital’s mission of holistic, quality, and compassionate care in all interactions, embodying SDA principles of service and integrity in the front office officer role.
• Incorporate spiritual care into patient interactions, offering comfort or referrals to chaplaincy services when appropriate.
• Promote a patient-centered approach, ensuring all actions prioritize empathy and respect.
• Engage with the hospital community to foster a sense of belonging and trust.
• Support SDA-led initiatives, such as community health programs, through front office coordination.
• Maintain ethical standards in handling patient data and financial transactions.
• Contribute to a positive workplace culture by modeling SDA values of compassion and teamwork.
• Participate in hospital-led spiritual or community events to align with NAH’s mission.
• Encourage patient feedback to enhance holistic care delivery.
• Align all front office activities with NAH’s commitment to faith-based healthcare.

Qualifications and Skills

• Education: Diploma in Front Office Operations, Business Administration, Customer Service, or a related field from a recognized institution; training in hospital management systems is an added advantage for the front office officer role.
• Experience: At least 2 years of experience in a busy hospital or healthcare front office/reception role, demonstrating proficiency in patient-facing tasks.
• Faith Alignment: Must be a practicing Seventh-day Adventist, committed to NAH’s faith-based mission and values.
• Technical Proficiency: Strong skills in computer applications, including MS Office (Word, Excel) and hospital information systems (e.g., EHR systems) for patient registration and record management.
• Communication Skills: Excellent communication and interpersonal skills to engage with diverse patients, visitors, and staff effectively.
• Customer Service: Exceptional customer service skills, with a compassionate, patient-centered approach aligned with SDA principles.
• Organizational Skills: Strong organizational and multitasking abilities to manage appointments, records, and inquiries in a fast-paced environment.
• Professionalism: Professional appearance and courteous demeanor to uphold NAH’s welcoming image.
• Confidentiality: Ability to maintain strict confidentiality when handling sensitive patient data and records.
• Problem-Solving: Capability to resolve patient concerns promptly and escalate complex issues appropriately.
• Attention to Detail: Precision in verifying patient details, managing billing, and organizing records to ensure accuracy.
• Teamwork: Collaborative mindset to work seamlessly with clinical, finance, and administrative teams.
• Adaptability: Flexibility to adapt to varying workloads, including peak hours or emergency situations.
• Preferred Skills: Experience with NHIF processing, electronic health records (EHR) systems, or billing software.
• Language Skills: Fluency in English; proficiency in Swahili is essential for effective patient interactions in Nairobi.
• Work Ethic: Reliability, punctuality, and a commitment to SDA values of service and integrity.
• Cultural Sensitivity: Understanding of diverse patient backgrounds to provide inclusive care.
• Physical Fitness: Ability to stand for extended periods and manage front desk duties comfortably.
• Technical Advantage: Familiarity with digital appointment scheduling tools or CRM systems.
• Ethical Awareness: Strong sense of ethics in handling patient data and financial transactions.

Company Culture and Values

Nairobi Adventist Hospital (NAH) fosters a compassionate, faith-based, and patient-centered culture rooted in Seventh-day Adventist principles of holistic care, integrity, and service. As a tertiary-level facility, NAH integrates physical, mental, and spiritual healthcare, creating a nurturing environment for patients and staff alike. The hospital values excellence, teamwork, and continuous improvement, encouraging employees to grow professionally while contributing to quality care. With a commitment to diversity, inclusion, and ethical practices, NAH provides a supportive workplace where the front office officer can thrive, embodying SDA values in every interaction. The organization’s focus on community engagement and spiritual care aligns with its mission to deliver transformative healthcare in Nairobi’s vibrant medical landscape.

How to Apply

Apply now for the Front Office Officer position. Submit your Application Letter, Updated CV, and relevant certificates (merged into one PDF document) to careers@nah.or.ke by 19 September 2025. Quote “Front Office Officer” as the subject line. Address applications to: The Human Resources Manager, Nairobi Adventist Hospital, P.O. Box 41352-00100, Nairobi. Only shortlisted candidates will be contacted. NAH is an equal opportunity employer, encouraging applications from all qualified individuals, including those from underrepresented groups. Never pay for any CBT, test, or assessment as part of the recruitment process. For inquiries, contact the hospital directly at careers@nah.or.ke.

Additional Engagement

View More Job Opportunities
Explore more vacancies at JobKenya.org: Browse verified jobs.

Free WhatsApp Channel for Job Seekers
Get real-time alerts from our WhatsApp Channel for Job Updates: Join now.

Connect with Us
Follow our updates on Twitter: Kenyan Job Finder.
Join our professional network on LinkedIn: The Kenyan Job Finder.

Tags

front office officer, Nairobi jobs, healthcare administration Kenya, hospital reception 2025, customer service careers

Extended Content for Depth and Context

The front office officer role at Nairobi Adventist Hospital is a cornerstone position in a faith-based, tertiary healthcare facility, designed to deliver exceptional patient experiences through professional front office services. Located in Nyari West, Westlands, this role requires a diploma, two years of hospital front office experience, and alignment with SDA values, offering a unique opportunity to blend customer care with administrative expertise in Nairobi’s healthcare sector. As a front office officer, you’ll manage patient interactions, registrations, appointments, and billing, while upholding the hospital’s mission of holistic, compassionate care. This position is ideal for professionals seeking to make a meaningful impact in a patient-centered environment, contributing to NAH’s reputation for excellence.

Why Choose This Front Office Officer Role?

The front office officer position at NAH is distinctive for its focus on compassionate, patient-centered service within a faith-based healthcare setting. Unlike general reception roles, it involves guiding patients through complex hospital processes, such as NHIF registrations or discharge procedures, requiring empathy, precision, and cultural sensitivity. NAH’s supportive culture, rooted in SDA values, fosters professional growth, offering opportunities to develop skills in healthcare administration. With a deadline of 19 September 2025, this role provides a timely chance for Nairobi-based candidates to join a reputable hospital and contribute to transformative care in a dynamic medical environment.

The Role in Healthcare Front Office

In a tertiary hospital like NAH, the front office officer serves as the primary interface between patients, visitors, and clinical services, ensuring seamless operations and a welcoming atmosphere. You’ll manage patient registrations, handle inquiries, coordinate appointments, and support billing, all while maintaining confidentiality and efficiency. This role directly impacts patient satisfaction by creating a compassionate first impression, guiding individuals through healthcare processes, and upholding NAH’s SDA mission of holistic care. By facilitating smooth interactions, you enable clinical teams to focus on medical care, enhancing overall hospital performance.

Greeting and Receiving Patients

As a front office officer, greeting patients and visitors involves a warm, empathetic approach, acknowledging their needs and offering reassurance, especially for those in distress. This first interaction sets the tone for NAH’s compassionate care, aligning with SDA values of service and kindness.

Managing Telephone Calls

Managing telephone calls in the front office officer role requires prompt, courteous responses, directing inquiries to departments like emergency services, billing, or specialist clinics. Relaying accurate messages ensures timely care coordination, while professional etiquette upholds the hospital’s reputation.

Patient Registration and Verification

Registering patients as a front office officer involves verifying critical details, such as IDs, insurance, or NHIF status, and updating hospital information systems to ensure accurate records. This process minimizes errors, supports billing accuracy, and facilitates clinical workflows.

Guiding Patients Through Hospital Processes

Guiding patients through processes like consultations, admissions, billing, or discharges is a core duty of the front office officer. You’ll explain steps clearly, coordinate with departments, and provide reassurance to reduce anxiety, enhancing the patient experience.

Document Handling and Filing

Handling patient documents as a front office officer requires meticulous filing, both physical and digital, to ensure quick retrieval and compliance with data protection laws. Maintaining confidentiality is critical, protecting sensitive information like medical histories or payment details.

Appointment Management

Managing appointments in the front office officer role involves booking via hospital systems, confirming details, and rescheduling to optimize clinic schedules. Coordination with departments like radiology or surgery ensures efficient patient flow and minimal wait times.

Handling Billing Queries

Addressing billing queries as a front office officer includes issuing receipts, explaining charges, and liaising with the finance team to resolve issues like insurance claims or refunds. Accuracy and transparency build patient trust and streamline financial processes.

Maintaining the Reception Area

Keeping the reception area clean and organized as a front office officer involves stocking forms, arranging seating, and displaying informational materials, such as health program flyers. A tidy, welcoming space reflects NAH’s commitment to professionalism and care.

Resolving Client Concerns

Resolving concerns in the front office officer role requires active listening, empathy, and quick problem-solving, such as addressing appointment delays or billing disputes. Escalating complex issues to supervisors ensures timely resolution while maintaining patient satisfaction.

Supporting Administrative Duties

Supporting administrative tasks as a front office officer includes data entry, drafting letters, preparing reports, and organizing files. These duties enhance hospital efficiency, freeing clinical staff to focus on patient care.

Upholding the SDA Mission

Upholding NAH’s mission as a front office officer involves embodying SDA values in every interaction, offering compassionate care and, when appropriate, referring patients to chaplaincy services for spiritual support. Your role reinforces the hospital’s holistic approach.

A Day in the Life

A typical day as a front office officer begins with opening the reception, greeting patients, and managing early calls. Mid-morning involves registering patients, booking appointments, and handling inquiries. Afternoons include billing tasks, guiding patients through processes, and updating records. Evenings wrap with filing, reconciling receipts, and preparing daily reports, ensuring smooth operations in NAH’s busy environment.

Why Nairobi Is Ideal for This Role

Nairobi’s status as Kenya’s healthcare hub makes it an ideal location for the front office officer role. NAH’s Westlands location offers proximity to diverse patients and medical resources, fostering a dynamic environment for healthcare professionals. The hospital’s tertiary status ensures exposure to advanced medical services, enhancing career opportunities.

Preparing for Success

To excel as a front office officer, master hospital information systems and MS Office through training. Practice empathetic communication and highlight two years of hospital front office experience in your CV, emphasizing SDA alignment. Prepare for interviews by demonstrating customer service skills and familiarity with healthcare processes.

The Broader Impact

As a front office officer, your role enhances patient trust and satisfaction, supporting NAH’s mission to deliver holistic care. By ensuring smooth operations, you contribute to the hospital’s reputation and Nairobi’s healthcare ecosystem, impacting community well-being.

Career Growth Opportunities

The front office officer role offers pathways to supervisory positions, such as front office manager or patient services coordinator. NAH’s focus on growth provides training in advanced systems, preparing you for leadership in healthcare administration.

Challenges and Solutions

Challenges include managing peak patient volumes—use prioritization and scheduling tools. Confidentiality breaches? Adhere to secure protocols. Multitasking overload? Implement checklists. These strategies ensure consistent performance.

Industry Trends in Healthcare Front Office

The front office officer field is evolving with digital tools like EHR systems and telehealth platforms, streamlining patient management. Nairobi’s growing healthcare demand highlights the need for skilled front office professionals, aligning with NAH’s mission.

The Role in Patient-Centered Care

The front office officer is central to NAH’s patient-centered approach, bridging patients and clinical services. Your empathy and efficiency reduce stress, ensuring a positive experience that aligns with SDA values of compassion and service.

Supporting Hospital Operations

By managing registrations, appointments, and billing, the front office officer supports hospital operations, enabling clinical teams to focus on care delivery. Your role ensures seamless workflows, enhancing NAH’s ability to serve patients effectively.

Building Relationships with Stakeholders

As a front office officer, you’ll build relationships with patients, families, and staff, fostering trust through empathetic interactions. Collaborating with departments like finance or clinical teams strengthens operational cohesion, supporting NAH’s holistic mission.

Leveraging Technology for Efficiency

Technology is key for the front office officer, with hospital information systems streamlining registrations and MS Office supporting reports. Familiarity with NHIF portals or EHR systems enhances efficiency, aligning with modern healthcare trends.

Enhancing the Patient Experience

Your role as a front office officer directly enhances patient experiences by providing clear guidance and compassionate service. From welcoming arrivals to resolving concerns, you create a supportive environment that promotes healing.

Professional Development Opportunities

NAH’s commitment to growth offers the front office officer training in customer service, systems, and SDA principles. This role builds skills transferable to advanced healthcare administration positions, supported by NAH’s professional network.

Navigating a Fast-Paced Environment

The fast-paced hospital setting requires the front office officer to multitask efficiently, managing calls, registrations, and inquiries under pressure. Time management tools and a calm demeanor ensure success during peak periods.

Ensuring Confidentiality and Compliance

Handling sensitive data as a front office officer demands strict adherence to confidentiality protocols, using secure systems and locked storage. Compliance with infection control and hygiene standards further upholds NAH’s safety commitments.

Collaboration Across Teams

Collaboration is essential for the front office officer, working with clinical, finance, and administrative teams to ensure smooth operations. Sharing patient feedback or coordinating schedules strengthens hospital efficiency.

Adapting to Patient Needs

The front office officer must adapt to diverse patient needs, from urgent cases to routine visits. Flexibility in scheduling or communication ensures personalized care, aligning with NAH’s holistic approach.

The Impact of SDA Values

As a front office officer, embodying SDA values like compassion and integrity enhances patient trust. Your role in offering spiritual support, when appropriate, reinforces NAH’s mission of holistic care.

Why This Role Stands Out

The front office officer role at NAH combines customer service with meaningful healthcare impact, offering a unique opportunity to serve in a faith-based environment. Its focus on compassion and professionalism makes it a rewarding career choice.

Final Thoughts

The front office officer role at Nairobi Adventist Hospital is a transformative opportunity to serve patients with compassion and efficiency. Apply by 19 September 2025 to join a mission-driven team delivering holistic care.

Salary Estimate: KES 30,000–50,000 monthly, estimated based on PayScale (average KSh 586,981 annually or ~KSh 48,915 monthly for Nairobi hospital employees, adjusted for front office) and Glassdoor (KES 27,542–265,000 annually for Front Office Assistant in Nairobi, ~KSh 22,295 monthly average, scaled for healthcare with 2 years experience).