Executive Receptionist at Nairobi ENT Clinic

Qualifications

• Diploma in Front Office Operations/Business Administration or a degree in a business related field.
• Three years of experience in a customer service/reception environment, primarily focused on customer care.
• Excellent organization and time management skill.
• Ability to maintain productivity under pressure and to multitask effectively.
• Tact, diplomacy and sensitivity.
• Strong written and verbal communication skills
• Knowledge/experience in management information systems.
• Must be computer literate with excellent skills in computer packages

Executive Receptionist Job Description

• Leading the customer experience for the organization in coordination with the branch administrators and other staff members.
• Coordinating daily customer service reporting (Briefing) by ensuring timely and accurate reporting.
• Provides information to Clinic callers according to the Clinic’s Policies and Procedures; transfers calls as needed; works with central reception to ensure adequate phone coverage at all times.
• Welcomes and greets patients/clients/visitors to the department in a manner that is helpful and friendly; determines purpose of visit and direct patients/clients/visitors to appropriate person or department(s).
• Schedules patient flow to clinic based on predetermined appointment arrangements to allow the clinic to serve an adequate number of patients as established by grant requirements.
• When scheduling appointment, carefully screens patients for new address, new patient visit or update registration and informs patient of adequate information that must be presented at time of visit.
• Adheres to all Clinic policies on safety and security; maintains restricted areas safe by safeguarding keyless entry codes and computer system passwords in strict confidentiality.
• Must exercise utmost diplomacy and tact to provide excellent customer service for patients; practices confidentiality and privacy protocols in accordance to Clinic policies and procedures.
• Maintains patient waiting areas, office files, and front-desk areas in a manner that is organized and neat.
• Calls patients daily to confirm next day’s appointment.
• Verifies method of payment for service (NHIF, private insurance, private payee, etc.) and collects data as appropriate.
• Exercises problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.
• Attends scheduled department staff and clinical meetings.
• Performs other duties as may be required.
• Protects patient confidentiality by making sure protected health information is secured by not leaving any document in plain sight including e files