Job Details

Job Description

Role Description

At Mary Begg Occupational Health our OH Receptionist acts as a first point of contact for all patients, clients, relatives, visitors and health care professionals. 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’s medical health record, liaises with nursing and medical staff to direct patients to the appropriate consultation rooms or required for assessment and treatment.

Our OH Receptionist conducts herself/himself in a professional manner and always demonstrates good customer service towards all our clients, visitors, health professionals and MBHS employees.

Educational Requirements:

• Diploma in Business Administration or any related field.
• Must have at least 2 – 3 years’ experience.
• Working experience in front office operations required, previous experience with records management will be an added advantage.

Key Role Accountabilities

• Ensure that MBHS standard operating policies and procedures are followed with regards to the efficient organisation and running of the clinic’s front office department.
• Demonstrate ability to work competently in the front office and assist all clients and visitors seeking medical or urgent care services promptly and efficiently.
• Treat all clients, visitors and relatives in a caring, courteous and respectful manner and demonstrate good customer service at all times.
• Assess patient waiting times for triage, Physiotherapy and Doctors’ appointments to ensure that patient flow is minimal.
• Always adheres to the MBHS Code of Conduct and provides high quality, professional and friendly service at all times.
• Unconditional acceptance of the Mary Begg confidentiality agreement regarding patient information, staff information and all matters relating to Mary Begg business. Failure to comply will result in disciplinary action and/or dismissal from post.

Key Responsibilities:

1. Receive, assist and direct clients in a courteous, efficient and welcoming manner projecting a positive, friendly and professional image.
2. Ensure the front office is presentable. Using appropriate MBHS infection control procedures, maintain your own work environment in a tidy and safe way and free from hazards.
3. Always demonstrate a warm outgoing personality, with the ability to interact in a supportive manner with persons of all backgrounds and cultures.
4. Assist clients or family members in completing any required information and registration forms.  Answer any questions the patient may have and if unable to do so refer to an appropriate staff member.
5. Oversee client registration, thoroughly update the Attendance G-Sheet.
6. Receive and make telephone calls as instructed. Identify yourself openly. Speak clearly and politely. Divert calls promptly or take messages ensuring accuracy of detail and timely delivery to the recipient.
7. Ensure that the Department’s Daily Statistics are sent to the main Hospital in a timely manner.
8. Ensure X-Ray estimates are sent in a timely manner to the FQM Ambulance team, coordinate daily trips with the ambo drivers and mail request slips to MBHS Radiography Dept. (Kansanshi only).
9. Calendars: Manage the Appointments calendar – updating all return reviews dates in a careful manner.
10. Contact all missed attendance no later than 24hrs of a missed review appointment as part of client compliance.
11. Prepare and provide Billing Sheets to the Finance Dept. no later than 1 working day.
12. Participate in admin projects that include regular file inspection and archiving.
13. Notify the line supervisor, Chief Medical Officer or senior management staff when an issue or incident arises with a client or staff member.
14. Assess 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.
15. Comply with all MBHS policies.
16. Participate in-house Dept. training and present on an allocated topic.
17. Assist with covering the Registration Station as necessity demands.
18. Cover the Senior Admin Office, as and when need arises.
19. Registration of all medicals:

1. Help clients to fill in the forms
2. Identify the correct forms to be given depending on the client’s job description and risk exposures.
3. Arrange all files in the order they came before submitting to the Technical Team.

1. Registration of all reviews; Doctors reviews, Physio reviews and Work rehab.

Information Technology:

1. Update the following G-Sheets:

1. The combined OH Appointments and Attendance Sheet – Thoroughly capture details for all attendances. The report later helps with creation of the Monthly Report.
2. Vulnerable Employees – Records next appointment date for employees with chronic conditions.
3. Daily Stats – Numerates daily attendances in various categories. Is shared with HR/IT Depts.

Records Management:

1. Ensure medical records are in good repair with all necessary information on the outside cover clearly visible.
2. MyC e-Records System:

1. Capture employee details onto the system.
2. Create new appointments in respect of reviews or medical surveillance.

1. Ensure diligent scanning of employee files onto the planform.
2. Ensure medical files for the next working day are retrieved and prepared to help reduce on turn-around time.
3. Ensure quick transfer of client files from records to necessary offices.
4. Ensure all files have the OREP placed – notify Snr Admin if OREP is not available.
5. Print and/or scan signed WCC’s to the relevant doctors as required.
6. Carefully place back all used files in rightful slots.

Confidentiality and Code of Conduct:

1. Strict confidentiality in handling medical records. Patient 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.
2. Maintain the client’s right to privacy and confidentiality throughout the MBHS registration process.

Customer services:

1. Be polite and respectful to clients and staff at all times.
2. Complete the Customer Care training.
3. Report any evidence of poor customer service (i.e. bullying, rude behaviour, yelling etc.) to the Unit Leader or Clinic Manager or HR Manager.
4. Ensure all incident and adverse event reporting is according to the clinic’s standard operating procedure.
5. Periodically check on clients to ensure all do their vitals in a timely manner.

Professional

• Attend in-house training seminars as mandated by the Training Coordinator or Chief Medical Officer.
• Demonstrates safety awareness for self and others.
• Demonstrates effective teamwork with other members of the healthcare team.
• Communicate with clients and staff in a clear and professional manner.
• Demonstrate ability to manage difficult clients in a professional manner.  Proficient in MS Office (Word, Outlook and Excel).

General

• Proficient in written and spoken English.
• Always adhere to the MBHS uniform policy and code of conduct.
• May be required to travel to other MBHS facilities as directed by the Chief Medical Officer.
• Must be honest, trustworthy and act with integrity at all times.
• Consumption of alcohol whilst on duty is prohibited. Intake of alcohol while off duty is allowed but inebriation is forbidden in public.

Quality Management

• Proficient in managing infection control procedures.
• Promote a culture that is committed to learning from complaints, incidents, audit, research and development.
• Conduct internal waiting audits to assess how long patients/clients are waiting at the clinic for doctor’s appointments or diagnostic tests and assess ways to create a more efficient OPD service.