Receptionist at NHLS

Job Purpose

Reporting to Customer Care Manager, the Receptionist will be providing all front office services such as receiving patients/visitors, booking them, giving the right information, receiving phone calls and directing them to the appropriate care/service giver in the hospital.

RESPONSIBILITIES

1. Acknowledge the patient’s arrival at the desk within the shortest time on arriving.
2. Receiving, booking and directing patients to see doctors and clinicians and alert them of any emergencies
3. Give regular alerts to doctors and clinicians on the situations of the queues
4. Identifying customers complaints (internal and external)and resolving them
5. Make outgoing calls on requests of hospital staff members
6. Receiving money paid in the organization and reconciling the daily collection
7. Ensure an effective and efficient reception service is provided to patients and any other visitors to the facility.
8. Deal with all general enquiries, explain procedures and make follow-up appointments.
9. Be aware of patients in the waiting area; be in a position where you are able to note which client has not been served and direct them to the offices they need to visit.
10. 10)  Advice patients of relevant charges for relevant medical services, show direction to the next station that the client would wish to be served.
11. Ensure that all patients’ information is entered onto the system promptly and accurately to avoid claims return.
12. Ensure the admitted clients on the Outpatient register are transferred to the Inpatient register before close of business each day.
13. Receive all phone calls to the hospital and respond to the inquiries, give the appropriate information or redirect them to the appropriate persons in the hospital.
14. Liaising with other hospital departments and different personalities regarding services and issues of interest to customers, patients and visitors of the hospital.
15. Implement all the established administrative and operations programmes in the reception area of the hospital.
16. Ensure general neatness, cleanliness, orderliness and tidiness in the offices and the reception area.
17. Manage other staffs in receiving, guiding, directing and handling of enquiries from patients and visitors efficiently.
18. Keeping the general office diary, making appointments, reminding respective offices and keeping patients informed on issues that they need to know.
19. Checking customer’s credit situation
20. Take custody of all documents within the area or office to which they are assigned.
21. Any other responsibility assigned by the supervisor

Qualifications

1. At least diploma in front office operations, public relations or communication
2. A Degree in the above disciplines from a recognized institution will be an added advantage.
3. Must have strong analytical and communication skills, excellent leadership qualities.
4. At least two years working experience as a Receptionist or Customer Service Assistant in a busy hospital or a reputable organization.
5. Religious recommendation letter
6. Recommendation letter from previous/current employer
7. Fluent in English and Kiswahili
8. Computer Literate

Soft skills required for the job:

1. Customer service skills
2. Ability to multitask
3. Maintains confidentiality
4. Ability to work under minimum supervision.
5. Honesty and integrity
6. Good interpersonal skills
7. Friendly, courteous individual
8. Organizational skills
9. Listening skills
10. Analytical skills
11. Team player
12. Good time management