Patient Communication Officer

Department: Clinic Operations
Reports to: Customer Success Manager & Center Manager
Location:Beaconhealth Diagnostics Locations - Sangotedo, Ikeja, Osogbo, Ibadan, Akure & Abuja
Employment type: Full-time

About MDaaS

MDaaS Global builds and operates modern, tech-enabled healthcare clinics for Africa's next billion. We connect patients with convenient and affordable care, helping them identify health issues earlier, access medical specialists and treatment options, and ultimately live healthier, happier lives. Our diagnostic clinics, under the BeaconHealth Diagnostics brand, provide radiology, pathology, and cardiology services for over 2,000 hospitals, clinics, pharmacies, and businesses. Since launching our first clinic in 2017, we have served over 700,000 patients. Today we operate 28 clinics across 15 states and the FCT.

We are a company of individuals committed to improving health outcomes for Africans, leveraging data to make informed decisions, and finding innovative ways to solve problems. We believe everyone deserves great healthcare, regardless of how much money they make or where they live. Together, we are building the future of African healthcare. Will you join us?

About the Role

We are looking for an empathetic, organised and detail-orientedPatient Communication Officer to join the team at our BeaconHealth diagnostic centres.

You will be the first point of contact for our patients, both in person and remotely. You’ll welcome patients at the front desk and keep their visits running smoothly. You’ll also make sure every call is answered, every message gets a timely reply and every patient knows what to expect, from booking through to receiving their results.

What You’ll Do

• Front Desk and Patient Experience

1. Welcome patients and visitors warmly and create a calm, respectful environment.

2. Manage patient registration and check-in and check-out, including verifying HMO coverage, authorisation and processing payments.

3. Coordinate patient flow with clinical staff to minimise waiting times, and keep patients updated on any delays.

4. Give patients clear test preparation instructions (for example, fasting requirements) and explain what to expect during their visit.

5. Keep the reception and waiting area tidy, comfortable and hygienic.

• Calls, Messages and Remote Communication

1. Answer all incoming calls promptly, and return missed calls the same day.

2. Respond to patient enquiries via WhatsApp, email, SMS and other channels within agreed response times.

3. Triage messages: handle administrative enquiries directly, and escalate clinical concerns and emergencies to clinical staff immediately.

4. Give accurate, clear and empathetic information on appointment bookings, result requests, directions and billing inquiries.

5. Log calls and enquiries in our systems so that nothing is missed and every request is followed through.

• Scheduling & Administrative Coordination

1. Book, reschedule and manage patient appointments, and send reminders.

2. Keep patients informed about when their results will be ready, and coordinate results delivery as directed by clinical staff.

3. Make follow-up calls to patients, including appointment reminders, results notifications and missed-appointment follow-ups.

4. Update patient records, contact details and HMO information accurately in real time.

• Feedback and Complaints

1. Handle patient complaints calmly and professionally, resolving them where possible and escalating them where needed.

2. Gather patient feedback and share recurring issues with the Centre Manager to help improve the patient experience.

• Confidentiality and compliance

1. Handle all patient information confidentially and in line with the NDPA and company policy.

2. Follow the company’s communication guidelines in all interactions (digital, written or otherwise)

3. Ensure all written and digital correspondence complies strictly with patient privacy regulations and healthcare communication guidelines, as well as company's policies

What We’re Looking For

Required Skills & Experience

• An OND, HND orB.Sc in any discipline.

• 1–2 years of experience in customer service, front desk or patient-facing roles.

• Excellent verbal and written communication, with attention to tone, grammar and active listening.

• Comfort managing several channels at once (phone, WhatsApp, email) without letting anything slip.

• Patience, empathy and the ability to stay calm under pressure.

• Discretion and integrity when handling confidential patient information.

• Basic computer skills, and confidence using booking, messaging or CRM tools.

• Availability for shift work, including weekends where required.

• Experience using CRM or customer support tools.

Preferred

• Experience in healthcare or hospitality.

• Familiarity with HMO processes.

What We Offer

• Competitive salary

• Hybrid working

• Health insurance (HMO)

• Complimentary health services at our diagnostic centres

• Pension contributions

• Paid annual leave and sick leave

• Learning and professional development opportunities

Questions

If you have questions about this role or any others at the company, please reach out tocareers@mdaas.io.

Equal Opportunity

MDaaS Global is an equal opportunity employer. We consider all qualified applicants without regard to ethnic group, place of origin, sex, religion, political opinion, marital status, age, or disability. We are committed to building a team that reflects the communities we serve, and we make reasonable accommodations for candidates with disabilities throughout our hiring process.

If you need an accommodation to apply or interview, please contactcareers@mdaas.io.