PURPOSE OF ROLE

At Mary Begg Occupational Health our Administrative Assistant acts as a first point of contact for all patients, clients, 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 Admin Assistant 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 and visitors in a caring, courteous and respectful manner and demonstrate good customer service at all times.
• Assess patient waiting times for all 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.
• Need to be able to work independently.
• 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 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 required attendance register.
• 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.
• Manage all administrative communications between the clients; client companies and the department this includes, but is not limited to scheduling appointments and providing feedback as per agreed procedures regarding fitness status.
• Ensure Fitness Certificates are issued and communicated to the relevant client as per agreed procedures.
• Ensure that the Department’s Daily, Monthly and Annual Statistics are sent as per agreed procedure in a timely manner.
• Manage the Dept. Appointments – 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 or escalate as per agreed procedures.
• Complete Billing requirements as per agreed procedures.
• 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.
• Assist the clinical team with ensuring equipment maintenance is scheduled and conducted as per agreed procedures.
• Comply with all MBHS policies.
• Participate in-house Dept. training and present on an allocated topic.

REQUIRED TECHNICAL SKILLS, TRAINING & EXPERIENCE

• Diploma in Business Administration or any related field.
• Must have at least 2 – 3 years’ experience working experience in front office operations required.
• Proficiency in any business information system or custom relationship management system.
• Previous experience working in Occupational Health is not mandatory but will be an asset.
• Previous experience working in records management will be an added advantage.