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:
   
   • Greet patients and visitors in a courteous and professional manner.
   • Verify patient information and complete check-in procedures.
   • Inform patients of waiting times and provide necessary information.
2. Appointment Scheduling:
   
   • Schedule and confirm patient appointments.
   • Manage the appointment calendar to optimize the utilization of clinical services.
   • Notify patients of any changes to their scheduled appointments.
3. Patient Inquiries and Communication:
   
   • Handle incoming calls and respond to patient inquiries.
   • Provide information about services, policies, and procedures.
   • Direct patients and visitors to the appropriate departments or personnel.
4. Record Management:
   
   • Maintain accurate and up-to-date patient records.
   • Process patient registration forms and update information as needed.
   • Ensure confidentiality and security of patient information.
5. Billing and Payments:
   
   • Collect payments for services rendered and issue receipts.
   • Assist patients with billing inquiries and insurance claims.
   • Maintain accurate records of financial transactions.
6. Administrative Support:
   
   • Assist with administrative tasks such as filing, e-mails and communications, and photocopying.
   • Support the Admin Manager and other staff with special projects and tasks.
   • Maintain a clean and organized reception area.
7. Quality and Compliance:
   
   • Adhere to healthcare and organizational regulations, standards, and protocols, especially regarding patient confidentiality and data protection.
   • Participate in quality improvement initiatives aimed at enhancing the efficiency of front-desk services.
   • Ensure compliance with health and safety protocols in the reception and waiting areas.

Professional Development:

• Stay updated on administrative best practices and clinic procedures.
• 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.