TERMS OF REFERENCE FOR THE FDO IN CHARGES OF CUSTOMER CARE POSITION VACANCY ANNOUNCEMENT AT UR-HG LTD
1.(a). Job definition and description:
The Front Desk Officer in charges of Customer care at UR-POLYCLINIC is responsible for managing the reception and front-desk services of the Polyclinic. This position serves as the primary point of contact for patients, visitors, healthcare providers, staff, insurance companies and other stakeholders. The Receptionist is responsible for welcoming and assisting patients, handling inquiries, coordinating registration and appointments, providing accurate information, supporting smooth patient flow, and ensuring efficient and professional service delivery at the Polyclinic.
The position works closely with front desk offices, nursing station, laboratories, insurance companies and other Polyclinic departments to ensure that patients receive timely and appropriate services.
Report to:
First level: Head of front desk Officer
Second level: Finance Manager
1.(b). Qualifications, Knowledge and Skills
- Bachelor’s Degree (A0) in Hospitality Management or a related field.
- Minimum of 3 years of relevant working experience as a receptionist.
- Experience as a Receptionist in a hospital, clinic or other healthcare service facility will be an added advantage.
- Proven knowledge and practical skills in customer service, front-desk operations and patient reception.
- Good knowledge of Microsoft Word and Excel.
- Excellent communication and interpersonal skills and fluent in language
- Ability to work professionally with patients, visitors, healthcare providers, insurance companies and other stakeholders.
- Must be able to work while paying close attention to detail and handling frequent interruptions.
- Ability to work in a fast-paced healthcare environment.
- Professional appearance, courtesy, patience and ability to maintain confidentiality.
1.(c). Duties & Responsibilities:
- Serve as the primary point of contact for patients, visitors and callers at the Polyclinic reception.
- Welcome, receive and appropriately direct patients and visitors to the relevant departments or healthcare providers.
- Provide patients with accurate information regarding available services, departments, healthcare providers and appointments.
- Register patients and ensure that required patient information and supporting documents are accurately recorded.
- Schedule, confirm and coordinate patient appointments with healthcare providers and relevant departments.
- Assist patients with appointment-related inquiries, changes, cancellations and rescheduling.
- Support smooth patient flow and coordinate with relevant departments to minimize unnecessary waiting time.
- Maintain accurate patient records, reception registers, appointment schedules and other relevant documents.
- Assist in ensuring that patient information and documents are properly filed and maintained.
- Coordinate with medical, nursing, laboratory, pharmacy, insurance and other departments regarding patient services.
- Handle patients’ and visitors’ concerns professionally and refer matters requiring further attention to the appropriate responsible person.
- Assist in the verification of supporting documents required for insurance claims and patient services.
- Maintain confidentiality and protect patients’ personal and medical information at all times.
- Support the collection and recording of relevant patient service information as required.
- Monitor and report reception-related issues affecting patient service delivery to the Clinic Coordinator.
- Adhere to internal rules and regulations, especially punctuality, professional conduct, confidentiality and customer service standards.
- Perform any other duties assigned by the Clinic Coordinator consistent with the activities and mission of the Clinic.
Interested candidates should submit a single PDF document containing their application letter, CV, copies of certificates, and identity card or passport via email. Please indicate the position you are applying for in the email subject line.
Applications should be sent to: urhg.recruitment@gmail.com, with cc: ceo.urholdings@gmail.com, fm.urhg@gmail.com.
The deadline for submission is 26/10 /2026. Only short-listed candidates will be contacted.
For more information, including detailed terms and conditions, please visit the official websites of UR-HG LTD (www.holdingsgroup.ur.ac.rw) and the University of Rwanda (www.ur.ac.rw).
Done at Kigali 20/10 /2026
UR-HG Ltd
Management