Polyclinic Receptionist

Job Purpose

The Receptionist serves as the first point of contact for patients and visitors, ensuring a welcoming and efficient reception experience. This role involves managing patient check-ins, handling inquiries, scheduling appointments, and maintaining accurate records. The receptionist plays a crucial role in promoting a positive image of the polyclinic and ensuring smooth administrative operations.

Key Responsibilities

1.      Patient Reception and Check-In:

o    Greet patients and visitors in a courteous and professional manner.

o    Verify patient information and complete check-in procedures.

o    Inform patients of waiting times and provide necessary information.

2.      Appointment Scheduling:

o    Schedule and confirm patient appointments.

o    Manage the appointment calendar to optimize the utilization of clinical services.

o    Notify patients of any changes to their scheduled appointments.

3.      Patient Inquiries and Communication:

o    Handle incoming calls and respond to patient inquiries.

o    Provide information about services, policies, and procedures.

o    Direct patients and visitors to the appropriate departments or personnel.

4.      Record Management:

o    Maintain accurate and up-to-date patient records.

o    Process patient registration forms and update information as needed.

o    Ensure confidentiality and security of patient information.

5.      Billing and Payments:

o    Collect payments for services rendered and issue receipts.

o    Assist patients with billing inquiries and insurance claims.

o    Maintain accurate records of financial transactions.

6.      Administrative Support:

o    Assist with administrative tasks such as filing, e-mails and communications, and photocopying.

o    Support the Admin Manager and other staff with special projects and tasks.

o    Maintain a clean and organized reception area.

7.      Quality and Compliance:

o    Adhere to healthcare and organizational regulations, standards, and protocols, especially regarding patient confidentiality and data protection. 

o    Participate in quality improvement initiatives aimed at enhancing the efficiency of front-desk services. 

o    Ensure compliance with health and safety protocols in the reception and waiting areas.

Professional Development:

o    Stay updated on administrative best practices and clinic procedures. 

o    Participate in any required training programs and professional development activities.

Qualifications

·         Relevant educational degree; additional qualifications in healthcare administration or customer service are a plus.

·         Minimal 1 to 2 experience as a receptionist or in a customer service role, in a healthcare polyclinic.

·         Strong communication and interpersonal skills.

·         Proficiency in using office software and patient management systems.

·         Excellent organizational skills and attention to detail.

·         Ability to handle multiple tasks and work under pressure.

·         Experience with scheduling systems, patient management software, or electronic health records (EHR).

·         Experience with the health insurance processes, roles and regulations.

Key Competencies:

·         Customer Service Orientation

·         Effective Communication

·         Multitasking and Time Management

·         Attention to Detail

·         Professionalism

·         Empathy and Compassion

Working Conditions

1.     Environment:

·     Work is performed in a clinic or healthcare setting, primarily at the reception desk. 

2.      Hours:

·    Full-time position with varying shifts, including weekends and holidays when needed.