RECEPTIONIST

Position Title: Receptionist

Duty Station: Nestcare Clinic, Blantyre, Malawi

Reports To: The Accountant

Employment Type: Full-time

Number of positions: 2

Start Date:

Background: Nestcare Clinic is a maternal and child health facility located in Blantyre, Malawi. The clinic offers high-quality outpatient services, including antenatal care, postnatal care, family planning, immunizations, and pediatric consultations. The receptionist is the first point of contact for clients and plays a crucial role in managing clinic appointments, customer service, and administrative support.

Purpose of the Position: To manage front-desk operations by welcoming clients, scheduling appointments, handling inquiries, and supporting the clinic’s day-to-day administrative processes. The receptionist ensures smooth patient flow, maintains confidentiality, and promotes a positive image of the clinic.

Key Responsibilities

A.      Front Desk Management

●        Welcome patients and visitors in a polite, warm, and professional manner.

●        Direct clients to appropriate service areas or staff members.

●        Ensure the reception area is always clean, organized, and presentable.

B. Appointment Scheduling and Coordination

●        Schedule, reschedule, and confirm patient appointments.

●        Maintain appointment registers or electronic booking systems.

●        Coordinate with clinicians and service providers to avoid scheduling conflicts.

C. Communication and Client Support

●        Handle incoming phone calls, emails, and walk-in inquiries.

●        Provide accurate information about clinic services, operating hours, and fees.

●        Address patient concerns and escalate complex queries to management.

D. Administrative Support

●        Maintain and file patient registration forms and other front-office documents.

●        Support data entry of patient information and attendance logs.

●        Assist in preparing reports or documentation as requested by the Clinic Manager. 

E. Confidentiality and Professional Conduct

●        Maintain strict confidentiality of patient information and clinic operations at all times.

●        Uphold professional ethics and provide respectful service to all clients.

Qualifications and Experience

• Malawi School Certificate of Education (MSCE) required.

• A certificate or diploma in front office operations, administration, or customer service is an advantage.

• At least 1–2 years of experience in a front-desk or receptionist role, preferably in a healthcare setting.

• Proficiency in spoken and written English and Chichewa.

Key Competencies and Skills

• Excellent communication and interpersonal skills.

• Good organizational and time-management abilities.

• Friendly and professional demeanor, with a customer service orientation.

• Ability to multitask and remain calm under pressure.

• Basic computer skills (Microsoft Word, Excel, and email).

Working Conditions

• The Clinic will offer 24-hour services, 7 days a week. The receptionist will be expected to work 40 hours a week on a rotational basis to cover the operational hours.

Supervision and Performance Evaluation

• Reports to the Accountant.

• Subject to annual performance reviews based on professionalism, punctuality, communication, and customer satisfaction.

Code of Conduct

• Maintain high levels of integrity, respect, and professionalism.

• Follow Nestcare Clinic’s policies and uphold its mission and values.

• Treat all patients and visitors with courtesy and confidentiality