The responsibility of a Front Desk staff member is to ensure all patients are greeted in a friendly and professional manner and that they are registered as per hospital procedure.
They must coordinate all patients’ appointments with the Doctor and Nursing staff within the department, as per the directives of the Medical Director & Hospital Administrator.
The front desk staff are the first point of contact with patients, visitors & staff in the department. They, along with other departmental staff are responsible for ensuring all patient & hospital information are kept confidential at all times.
The front desk staff are also responsible for maintaining patient appointment sheets and act as cashiers & are accountable for remittances to management on daily basis.
2. PRIMARY ACCOUNTABILITIES
I) Daily Responsibilities
• Greets and assists the patients/clinicians in a friendly and professional manner.
• Must practice and execute excellent customer service skills when dealing with any patients and visitors, in person at the front desk or any area within the hospital.
• Ensures all communication with patients is professional and friendly at all times.
• Are responsible for identifying patients correctly using the authorized patient identifiers as per hospital policies and procedures.
• They must be aware & knowledgeable of all patient & family rights, so as to advise or educate patients and their families when necessary.
• They are responsible for the coordination and completion of all non clinical tasks in the department.
• They must be aware and knowledgeable of all hospital & NHRA policies and procedures associated with front desk activities.
• Are responsible for developing their skills in medical terminology used and associated with hospital operations.
• Maintains skills in all areas of front desk and appointment co-ordination.
• Establishes a good working relationship with all staff in the hospital to ensure smooth service is maintained.
• Liaises with patients, physicians, in-patient units and clinics to provide the most suitable appointments for their referrals.
• Responsible for ensuring all patient files and hospital information kept at the front desk are kept safe and confidential at all times.
• In the event of breach of confidentiality standards, they must report the incident to the Administration Office immediately and ensure the correct incident forms are filled in with the correct information.
• Ensures appointment schedules are arranged as predetermined by the Medical Director and Hospital Administrator.
• Registers the appropriate patient data and ensures all associated office work is carried out efficiently.
• Ensures all data entered in the hospital information system is accurate at all times – reporting any errors and ensuring they are corrected immediately.
• Answers telephone calls within 3 rings and deals with subsequent action from the call.
• Responsible for providing accurate information to all patients & visitors regarding services, treatments and procedures offered at the hospital.
• Must practice and execute efficient and effective telephone skills in order to offer excellent customer service to all patients and visitors.
• Investigates any complaints regarding appointments and ensures the Administration Office is kept aware of such issues.
• The staff member is responsible for documenting daily tasks and activities in the shift reports.
• The front desk staff are responsible for ensuring a full & proper handover is carried out between each shift and department.
• The daily work carried out by front desk staff is under the supervision of the front desk supervisor and Administration Office.
• The evaluation of individual front desk staff performance is carried out as per hospital policies and procedures.
II) General Responsibilities
• Ensures all communication with patients, is professional and friendly at all times.
• Make recommendations for improvement of services based on observation & patient feedback.
• Assist the Management and senior staff in implementing improvement measures related to relevant KPI’s.
• Assist in auditing the required measures implemented to ensure correct compliance.
• Works with the clinical team comprising of Doctors/Physicians, nursing department and the Administration Office to ensure the Patient is provided a friendly environment at all times.
• Attends meetings and continuing medical education activities, as and when required.
• Assists in training new employees.
• Maintains full awareness of and compliance of Occupational Health & Safety regulations.
• Participates in Hospital Quality Improvement activities.
• Be aware of all policies, procedures and action plans put in place by Hospital Management for all Hospital Emergency Scenarios e.g. fire, bomb threat etc.
• Performs other tasks and duties within the scope of knowledge, skills and experience required for the post, as assigned by the immediate Manager/supervisor.
The contents of this job description are not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.
3. REQUIRED/PREFERRED QUALIFICATIONS AND EXPERIENCE
• Diploma Holder or an accredited High School Graduate.
• Minimum 6 months working experience in a healthcare institution.
• Advanced proficiency in computer applications for example Microsoft Office.
• Working knowledge of Medical Terminology.
• Desire to provide feedback and take responsibility for tasks and outcomes.
• Demonstrated experience working in patient care environment.
4. COMPETENCIES, SKILLS AND SPECIAL KNOWLEDGE REQUIRED
• Computer knowledge is strongly required.
• Good appearance is needed in such areas of work.
• Must be willing and able to work within multi-culture team.
• Proficiency in spoken and written English is essential.
• Proficiency in spoken and written Arabic is optional.
• Preferred relevant experience in a healthcare environment.
• Working knowledge of Medical Terminology.
5. CONDITIONS
This Job Description and Qualifications are subject to periodic review and may be changed by the appropriate authorized body at any time.
This job description is also considered as an addendum to the employment contract signed when officially joining the services of the hospital.