Front Desk Receptionist

OroFacial Dental Practice Limited - We are a private and corporate dental practice based in the picturesque area of Abuja. Our aim is to care for our patients and not just their teeth but also their general wellbeing. Excellent customer care is our first priority; from the moment you first walk into our practice right through to our after-care support, we provide a calm, welcoming and informative environment. We have a very strong emphasis on the prevention of dental diseases wherever possible. Our dental and hygiene care is delivered like no other using the latest state-of-the-art and most appropriate techniques, coupled with the best dental materials. We also relentlessly analyse all aspects of our patients' care to ensure we are always offering the best solutions and treatments for all of our patients and clients.

At Oro Facial Dental Practice, we offer a wide range of individual and corporate dental treatments, including cosmetic dentistry, tooth whitening, teeth straightening, dental implants and bridges, as well as dental hygiene care. Our calm and gentle approach to dental treatments ensures even the most nervous patient will be most comfortable.

Location: Abuja (FCT)
Employment Type: Full-time

Job Summary

• We are seeking a warm, organized, and detail-oriented Dental Front Desk Coordinator to join our team. As the first point of contact for our patients, you will set the tone for their entire visit.
• Your primary goal is to provide exceptional customer service, manage the clinic's daily schedule efficiently, handle HMO billing seamlessly, and maintain an immaculate front office environment.

Key Responsibilities
Patient Welcome & Inquiry Management:

• Provide accurate information to prospective patients to help convert inquiries into appointments.
• Answer phone calls and emails promptly and professionally, addressing inquiries regarding services, policies, and general dental questions.
• Greet patients warmly upon arrival, ensuring they feel welcome, comfortable, and valued.
• Manage patient check-in and check-out processes smoothly to minimize wait times.

Appointment Scheduling & Calendar Optimization:

• Schedule, reschedule, and cancel patient appointments efficiently using our dental management software.
• Optimize the daily schedule to maximize the dentists' and hygienists' productivity while minimizing patient wait times.
• Manage the cancellation list and actively reach out to patients to fill last-minute openings.
• Send appointment reminders via text, email, or phone.

HMO Management & Claims Processing:

• Obtain necessary pre-authorizations or pre-approvals for complex dental procedures from HMO providers.
• Track submitted claims, follow up on unpaid or delayed claims, and handle any denials or appeals.
• Verify patient HMO coverage, benefits, and eligibility prior to appointments.
• Prepare and send insurance claims to Health Maintenance Organizations (HMOs) accurately and promptly.

Patient Billing & Financial Administration:

• Present patient bills and treatment estimates clearly and transparently before or after treatment.
• Explain HMO coverages, limits, and out-of-pocket expenses to patients in a clear, easy-to-understand manner.
• Assist with daily financial balancing and end-of-day reporting.
• Collect and process co-payments, deductibles, and non-covered balances (cash, cards, bank transfers) and issue accurate receipts.

Record Keeping & Data Management:

• Scan and upload necessary documents, HMO authorization letters, and clinical notes into the electronic health system.
• Handle sensitive patient information with the utmost confidentiality, strictly adhering to medical privacy laws and data protection regulations.
• Create and maintain accurate patient records, ensuring all demographic, medical history, and insurance/HMO information is up to date.

Waiting Area Maintenance & Compliance:

• Monitor front office supply inventory (forms, pens, billing sheets) and request refills as needed.
• Keep the waiting area and front desk clean, tidy, and sanitized at all times throughout the day.
• Ensure reading materials, refreshments, or information brochures are neatly arranged and restocked.

Requirements & Qualifications

• Technical Skills: Proficiency with medical/dental practice management software and standard office technology (computers, scanners, multi-line phones).
• Education: High School Diploma or equivalent (A degree or certification in Healthcare Administration, Human Resources, or a related field is a plus).
• Experience: Minimum of 1–2 years of experience in a medical or dental front desk role, with a strong background in HMO billing, claims submission, and pre-authorization processes.
• Communication: Exceptional verbal and written communication skills with a compassionate, professional, and patient-first attitude.
• Multitasking: Proven ability to manage a busy reception area, process billing paperwork, and handle phone calls simultaneously without losing attention to detail.

Key Competencies & Traits:
The Ideal Candidate Is:

• Proactive & Organized: You keep both the digital schedules and the physical waiting environment immaculate and running like clockwork.
• Empathetic & Calming: You can put anxious patients at ease the moment they walk through the door.
• Detail-Oriented: You spot billing discrepancies quickly and ensure HMO forms are completed perfectly the first time to avoid delayed payments.