Guest Services Officer

About the role

The Guest Services Officer is the first point of contact for patients and visitors at the Imperial College London Diabetes & Endocrine Centre. You will ensure a smooth, compassionate experience from arrival through registration, appointment scheduling and insurance verification, while maintaining strict compliance with healthcare standards.

Key responsibilities

• Welcome patients and visitors, providing professional and compassionate customer service.
• Accurately register patients, verify demographics and update electronic medical records (EMR).
• Schedule appointments and support pre‑registration activities.
• Verify insurance eligibility, obtain required documentation and patient consents.
• Collect payments and process financial transactions according to hospital policies.
• Issue patient wristbands and ensure correct patient identification.
• Respond to inquiries in person and by phone, coordinating with clinical and administrative teams.
• Maintain compliance with DOH, DHA, JCI and organizational policies.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Healthcare Administration or related field.
• Previous experience in patient access, front office, customer service or a healthcare environment.
• Strong communication and interpersonal skills with a customer‑focused approach.
• Ability to work in a fast‑paced environment while maintaining accuracy, confidentiality and professionalism.

Required skills

• Proficiency with Electronic Medical Records (EMR) systems.
• Competence in Microsoft Office applications.