Receptionist (Medicross) at Netcare

ROLE SUMMARY

• Medicross Healthcare Group is a value driven organisation with a firm commitment to providing patients and their families with a holistic approach to primary healthcare of the highest quality and is underpinned by our professional service.
• The Receptionist has exceptional interpersonal communication skills and is the often the first point of contact to the visitors and patients of the Clinic. The Receptionist is responsible for the complete admissions process and handling of associated queries with various stakeholders. As a receptionist, you are required to be a Brand Ambassador by providing the best and safest person-centred quality customer service whilst living our values of CARE, TRUTH, PARTICIPTION, COMPASSION and DIGNITY. The incumbent will be required to provide quality customer services aligned to the overall business strategy, which is inclusive of administrative, switchboard, billing and pay point responsibilities.

KEY WORK OUTPUT AND ACCOUNTABILITIES

DISRUPTIVE INNOVATION

Reception Oversight

• Responsible for the preparation of the reception area for each working day and have all front desk activities.
• Maintain a neat and tidy reception area that is welcoming to our client base.
• Maintain compliance to the uniform policy including the wearing of your name badge
• Deliver professional and friendly customer services at all times in alignment with the company values i.e. CARE, TRUTH, PARTICIPATION, COMPASSION and DIGNITY.
• responsible and accountable for accurate document completion.
• Ensure accuracy (quality and integrity) of information whether existing or new, on the patient file and billing system.
• Attend to all customer complaints and if unable to resolve, refer it to the Reception Team Leader or Clinic Manager.

Switchboard and Telephone Management

• Display professional telephone etiquette.
• Attend to telephonic calls and queries professionally and timeously.
• Accurately record messages in the appropriate message book and ensure that messages are delivered.
• Transfer applicable calls to the appropriate member of staff for further intervention as necessary.
• Ensure accurate bookings are scheduled with the patient’s preference of practitioner, date and time.

Patient Engagement and Administration

• Manage patient arrival in a proficient and professional manner.
• Assist patient in completing the appropriate documentation to ensure compliance to admission process as per Standard Operating Procedure.
• Verify and confirm the file for accuracy and completeness and update if necessary.
• Ensure a smooth workflow between departments at all times.
• Capture and record patient medical and personal information on the system timeously, focusing on patient and visitor’s needs.
• Inform the patient of any outstanding balances or levies.
• Validate the patient details on the applicable switch application and inform the patient if verification was not successful.
• Direct all patients to the appropriate location, services and professional.
• Monitor patient waiting times and keep patient informed.
• Ensure that the patient is correctly billed after the visit.
• Scheduling appointments for patients with specialists as requested by practitioners.
• Manage requests for repeat scripts accurately and timeously.
• Maintain and manage stationery stock levels.
• Perform any reasonable task as instructed by immediate supervisor.

Pay Point /Financial processing

• Responsible and accountable for all banking /cash up processes as per Standard Operating Procedure.
• Receipt of Cash/Credit card/Debit card and allocation to patient account.
• Collect all outstanding patient liable amounts.
• Be available until last patient leaves the clinic.
• Ensure real time switching occurs and action rejections immediately
• Accurate and immediate processing of MCR’s before the patient leaves.
• Ensure that both, practitioner and patient have signed MCR’s.
• Ensure correct ICD -10 codes are captured.
• Ensure correct stock items are selected when billing
• Sign the MCR as evidence of processing.
• Ensure that submission of account via applicable switch application
• Ensure after switching that all levies and patient liable amounts are collected from the patient.
• Ensure every patient receives their statement of account before leaving the practice.

Risk Management  

• Ensure compliance to Company Policies & Procedures.
• Adhere to the CSA (controlled self-assessment) audit standards.
• Maintain patient confidentiality at all times according to POPIA.

BEST AND SAFEST PRACTICE

• Handling of emergencies
• Refer patients to nursing station immediately.
• Assist in transporting the patient to the nursing station if required.
• Ensure that the patient is handed over to a nurse or practitioner.
• Follow up on patient details once patient has been stabilised as per the Standard Operating Procedures.

TRANSFORMATION OF OUR SOCIETY

Self - Management and Development

• Assume responsibility for own personal and professional development.
• Identify self- development needs in terms of job requirements and career progression and bring these to the attention of the immediate manager.
• Formulate action steps to close the gap between the ideal and actual state of competence
• Pursue self - development in one or both of the following areas:
• Formal Studies,
• Informal / self – studies, &
• Share knowledge with relevant team members.
• Follow agreed upon (authorised) action steps until desired competence is achieved.
• Be punctual and behave appropriately to the business environment.
• Meet deadlines.
• Keep up to date with Netcare’s evolving policies and procedures.

Build and maintain stakeholder / customer relationships

• Ongoing Customers satisfaction according to set standards.
• Be a model of excellent customer service, ensuring that all customers always experience an excellent and satisfactory interaction.
• Build and maintain productive working relationships with all key stakeholders, internal and external customers through on-going communication and feedback.
• The Dental assistant to participate in dental department meetings and other related forums as per request from Clinic manager or responsible person.
• Accurately capture and provide timeous information, including clinical information to customers and stakeholders as required in line with POPIA act.
• Report, record and assist with stakeholder/customer dental complaints according to task allocation or Clinic Manager request.
• Maintain patient safety, dignity, and confidentiality.
• Assist with patient flow in the dental department to minimise waiting periods

Teamwork

• Participate in monthly team meetings to discuss operational requirements including performance and provide feedback.
• Be an active member of the dental team taking responsibility for the effective and smooth running of the dental area.
• Co- operate and collaborate with other clinics and departments to provide appropriate support services

SKILLS PROFILE

EDUCATION
Required

• Matric or equivalent NQF level 4 qualification.
• Higher certificate – NQF level 5.

WORK EXPERIENCE
Required

• Previous receptionist experience (minimum 1 – 2 years) in hospital/clinic environment.

KNOWLEDGE
Required

• Intermediate computer skills (MS Word, Outlook, Excel).
• Knowledge of Medical Schemes.
• SAP
• ME+