PURPOSE OF ROLE

At Mary Begg Occupational Health our 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.

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

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

• Receive, assist and direct clients in a courteous, efficient and welcoming manner projecting a positive, friendly and professional image.
• 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.
• Always demonstrate a warm outgoing personality, with the ability to interact in a supportive manner with persons of all backgrounds and cultures.
• 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.
• Oversee client registration, thoroughly update the Attendance G-Sheet.
• 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.
• Ensure that the Department’s Daily Statistics are sent to the main Hospital in a timely manner.
• 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).
  Calendars: Manage the Appointments calendar – updating all return reviews dates in a careful manner.
• Contact all missed attendance no later than 24hrs of a missed review appointment as part of client compliance.
• Prepare and provide Billing Sheets to the Finance Dept. no later than 1 working day.
• Participate in admin projects that include regular file inspection and archiving.
• Notify the line supervisor, Chief Medical Officer or senior management staff when an issue or incident arises with a client or staff member.
• 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.
• Comply with all MBHS policies.
• Participate in-house Dept. training and present on an allocated topic.
  Assist with covering the Registration Station as necessity demands.
• Registration of all medicals:
  Daily Stats – Numerates daily attendances in various categories. Is shared with HR/IT Depts
• Ensure medical records are in good repair with all necessary information on the outside cover clearly visible.

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

Behavioral

• Excellent Judgment
• Critical thinking
• Problem Solving skills
• Strong Communication skills
• Service minded, time management and Quality care minded.