Role Description
\nAt Mary Begg our front office receptionist acts as a first point of contact for all patients, clients, relatives, visitors and health care professionals.\u00a0 He\/she assists new clients with their clinic registration process, advises clients on MBHS services and availability of doctors for consultation visits on a daily basis and retrieves the patient\u2019s medical health record, liaises with nursing and medical staff to direct patients to the appropriate consultation rooms or required services (i.e. laboratory, diagnostic imaging, pharmacy etc.) for assessment and treatment.
\nOur front office receptionist conducts herself\/himself in a professional manner and always demonstrates good customer service towards all our clients, visitors, health professionals and MBHS employees<\/p>\n
Key Role Accountabilities<\/p>\n
Ensure that MBHS standard operating policies and procedures are followed with regards to the efficient organisation and running of the clinic\u2019s front office department.
\nDemonstrate ability to work competently in the front office and assist all clients and visitors seeking medical or urgent care services promptly and efficiently.
\nTreat all clients, visitors and relatives in a caring, courteous and respectful manner and demonstrate good customer service at all times.
\nAssess patient waiting times for triage and OPD appointments to ensure that patient flow from OPD consultation to laboratory\/diagnostic testing and back to the attending doctor for results are minimal.
\nAlways adheres to the MBHS Code of Conduct and provides high quality, professional and friendly service at all times.
\nMust be accessible at all times when rostered and be available for shift work.
\nUnconditional acceptance of the Mary Begg confidentiality agreement regarding patient information, staff information and all matters relating to
\nMary Begg business. Failure to comply will result in disciplinary action and\/or dismissal from post.<\/p>\n
Key Responsibilities<\/p>\n
Receive, assist and direct clients in a courteous, efficient and welcoming manner projecting a positive, friendly and professional image.
\nAlways demonstrate a warm outgoing personality, with the ability to interact in a supportive manner with persons of all backgrounds and cultures.
\nAssist clients or family members in completing any required information and registration forms.\u00a0 Answer any questions the patient may have and if unable to do so refer to an appropriate staff member.
\nResponsible for entering all new patients details into the patient registration system, either manually or electronically.
\nResponsible for maintaining an efficient and orderly appointments system.
\nAdvise appropriate healthcare professionals of approaching appointments in a timely fashion and ensure patient\u2019s medical file is always available prior to their appointment time.
\nReceive and make telephone calls as instructed. Identify yourself openly.
\nSpeak clearly and politely. Divert calls promptly or take messages ensuring accuracy of detail and timely delivery to the recipient.
\nUsing appropriate MBHS infection control procedures, maintain own work environment in a tidy and safe way and free from hazards.
\nMaintain the paper\/electronic file that makes up the patient medical record and be fully conversant in the filing system of your work area.
\nEnsure medical records are in good repair with all necessary information on the outside cover clearly visible.
\nEnsure that patient waiting times for OPD\/ specialist appointments are to a minimum.\u00a0 Monitor patient flow for all appointments and ask patients waiting for longer than 15 minutes if they have seen the doctor.\u00a0 Investigate delays and reassure and\/or explain to patients the reason for delays (i.e. emergency, doctor running late etc.)
\nInform walk-in patients of how long they might have to wait to see a doctor and let them know that OPD appointments might take priority, unless in emergencies.
\nAlert medical doctors if patients have been waiting longer than 15-30 minutes for an appointment.
\nGive walk-in patients\/clients the phone number for booking appointments as they leave.
\nHand out random waiting times surveys for patients\/clients to fill and collect these when the patient leaves the clinic.
\nCumulate all waiting times survey results and submit to the assistant clinic manager for review and action.
\nMaintain the client\u2019s right to privacy and confidentiality throughout the MBHS registration process.
\nWith direction from the triage staff, call doctors on-call for any out-of-hours patient emergencies.\u00a0 If the doctors do not respond, contact the Chief Medical Officer.
\nPatient medical files must not be removed from the health facility for any reason. Log all files that are currently out of the filing room for any reason and monitor their return, ensuring patient confidentiality is kept at all times. I was awaken from
\nInspect all medical files to ensure that charge sheets are not filed in error.
\nPrompt relevant healthcare professionals if a charge sheet is incomplete or not signed.
\nAnswer all questions the client may have concerning invoice payments.
\nRefer to the appropriate manager for any issues you are unable to make clear.
\nKeep up-to-date lists of credit clients and procedures.
\nInspect all medical files to ensure that all patient personal details are complete on the OPD Consultation form or in their medical file.
\nWork with the finance department concerning lost receipts, receipts for insurance purposes, refunds, daily deposits of cash, credit card receipts, checks, and credit problems and accounts receivables.
\nProcess closing day and backup report through the computer system in the morning and evening time.
\nNotify your supervisor, assistant clinic manager or senior management staff when an issue or incident arises with a client or staff member.
\nAssess and report any problems with the computer programme or hardware to the IT Department, or any other member of management if IT is not available.
\nBe available to work any shift according to the roster\u2019s requirements (morning, afternoon, night).
\nComply with all MBHS policies.
\nPerform any other duties or reasonable requests assigned by the Front Office Unit Leader\/ Assistant Clinic Manager or Clinic\/ Hospital Manager as part of your job specification.<\/p>\n
Experience and Educational Requirements
\nDiploma in Business Administration or any related field
\nMust have at least 2 \u2013 3\u00a0 years\u2019 experience
\nComputer literate
\nKnowledge or experience using Health Management Systems such as Med-e-mass, Mitrais or Insta desirable<\/p>\n
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