ROLE SUMMARY
- The Receptionist has exceptional interpersonal communication and people skills and is the first point of contact to the visitors and patients of the hospital. The role involves greeting and assisting patients, handling phone calls, handling queries with various stakeholders, managing admissions, assist patients with the digital platforms i.e. Netcare mobile app etc., and performing administrative tasks to ensure the efficient functioning of the hospital reception desk. The ideal receptionist must be a friendly, organized, and proactive individual with excellent communication skills and a strong understanding of hospital operations.
KEY WORK OUTPUT AND ACCOUNTABILITIES
DISRUPTIVE INNOVATION
Greeting Patients & Visitors:
- Provide a warm and friendly welcome to patients, visitors, doctors and other stakeholders.
- Direct patients to appropriate departments and/ or wards and ensure they are comfortable while they wait.
- Assist patients and visitors with general information about hospital services, locations, and procedures.
Patient admissions and data quality
- Obtain and verify patient personal, medical aid and/ or insurance information during admission / opening of case.
- Maintain accurate and up-to-date patient records within the SAP system, by confirming information with patient with every Emergency Department visit and/or admission to hospital.
- Ensure that all relevant consent is obtained, and Terms and Conditions are completed, explained, and signed by the patient and/or person responsible for the account as per Standard Operating Procedures.
- Admitting patients into the Hospital which includes Online pre-admissions, direct admissions etc. in a timely, professional manner.
- Accurate recording of patient, contact person and person responsible for the account information into the SAP system.
- Verification and validation of the information received in the admission of the patient.
- With the assistance of the various admission systems or web applications, engage with patients on medical aid rules, benefits, and co-payments to ensure that the business financial risk is adequately managed.
- Obtain and appropriately store (attach to SAP system) all the necessary documentation if not done online i.e. Netcare MobileApp or MNO.
- Ensure all payments or letters of guarantees are received prior to admission and recorded accordingly on the case.
- Obtain and follow up on authorisations required for patient admission, make relevant scratch notes on SAP where required.
- Always maintain patient confidentiality and adhere to governance processes pertaining to patient dignity and care.
- Seamless patient journey: create an experience where all aspects of the patient journey are well coordinated, efficient and in a welcoming manner. This involves a smooth and high-quality admission process, ensuring the patient feels supported and well-informed every step of the way.
Financial Risk Management and adhering to Standard Operating Procedures
- Receive payments in the form of cash and credit cards and process receipt as per standard operating procedure.
- Generate accurate receipt for all payments received and ensure that the receipt made out for the correct value, method of payment and to the person making the payment.
- Deposit all received funds into the secure drop safe, and balancing and reconciliation of payments.
- Management of the petty cash float when required.
- Ensure accurate collection of medical aid co-payments from patients, in accordance with their medical and and/ or insurance plans and benefit details (verify on the SAP popup messages for upfront co-payment collections).
Verify Patient Information:
- Confirm, verify, and validate personal details such as name, date of birth, contact information, and address.
- Ensure that all required identification documents (e.g., ID card, medical aid card, letter of guarantee etc.) are provided and verified.
- Accurate admission of medical aid, international, COID etc. patients with all verifications and validations completed upon admission.
- Ensure relevant authorisations are obtained for medical aid patients.
- Verify and collect the necessary documentation for COID (Compensation for Occupational Injuries and Diseases) patients upon admission, in line with the hospital’s standard operating procedures.
- Ensure correct, valid, and relevant letter of guarantee is obtained for international patients upon admission as per standard operating procedures.
- Ensure full estimated deposit is collected upfront for private and international private patients as per standard operating procedures.
General Inquiries and query resolution, Answering calls and telephone etiquette
- Answer phone calls in a professional manner, provide information, transfer calls to relevant departments, and address general inquiries.
- Assist with patient information and help direct inquiries regarding services, procedures, and locations.
- Address patient inquiries or concerns via phone and provide helpful information or referrals.
- Attending to general walk in inquiries and assisting in the resolution thereof in a professional manner
- Assist with any ad-hoc duties assigned by Reception Management.
- Maintain and sustain effective working relationships with all internal and external stakeholders.
- Attend to patients / customers / visitors both telephonically and in person in a professional manner.
- Answer extensions within three rings, by identifying the company and yourself in a friendly and professional manner.
- Accurately record messages in the appropriate message book and ensure that the messages are delivered.
- Transfer all calls immediately and correctly.
- Screening telephone calls or transferring them to other members of staff, doctors etc.
- Handling of basic enquiries from patients.
General tasks:
- Maintain administrative records to the system and report statistics when required or requested by managment.
- Performs general administration duties from time to time.
- Participate in monthly team meetings to discuss issues and give feedback.
- Ensure communication to the line manager should the staff member be absent/late for work for whatever reason, as per HR policies.
- Providing constant feedback to patients being admitted on their admission status.
Maintaining Reception Area:
General tasks including, but not limited to:
- Responsible for the preparation of the reception area for each working day and have all front desk activities fully operation at the start of business hours.
- Ensure the reception area is clean, organized, and stocked with necessary materials (marketing brochures, water in dispensers where applicable etc.).
- Monitor the waiting area and keep patients informed of any delays.
- Maintain a professional and welcoming environment.
- Performs general administration duties from time to time.
- Consistently maintain a professional appearance by adhering to the dress code and wearing the appropriate Netcare uniform in compliance with the uniform policy.
Confidentiality and Privacy
- Protect patient privacy and comply with all privacy regulations.
- Ensure that all sensitive information is managed confidentially and securely.
Policies and Standard Operating Procedures
- Awareness of all relevant policies and standard operating procedures
- Adherence to all these policies and standard operating procedures
- Adherence to internal control frameworks and quality standards
- Reporting of any known transgression to these policies and standard operating procedures to your line manager
- Implementing digitisation, and data solutions for the benefit of our business and patients.
- CareOn adoption of electronic patient records
- Online admissions
TRANSFORMATION OF OUR SOCIETY
Stakeholder relationships
- Work effectively and co-operatively with others to establish and maintain good working relationships that are mutually beneficial.
- Maintain and encourage effective communication and interaction within the unit, other members of the multi-disciplinary team and the public.
Teamwork
- Actively participate as a member of a team to achieve goals
- Personal and professional development
- Active involvement in own professional development to maintain a satisfactory level of skill and knowledge.
- Keep up to date with Netcare’s evolving policies and procedures.
SKILLS PROFILE
EDUCATION
Essential
- Grade 12 or equivalent NQF Level 4 Qualification.
- Computer proficiency
WORK EXPERIENCE
Preferred
- Previous experience in a hospital environment.
- SAP ISH Experience
- Experience in a customer service role (preferred)
KNOWLEDGE
Essential
- Competency in data entry, verbal communication, and customer service.
- Exceptional Interpersonal communication skills
Preferred
- Knowledge of medical aid scale of benefits
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