Purpose and Scope of the Job
To act as the first point of contact for patients and visitors and to
undertake a range of reception tasks and responsibilities as identified by the
direct supervisor (to serve the patient in Perform specified routine
procedures such as greeting, directing patients, answering
routine/administrative inquiries and billing process, in addition responsible
to maintain the knowledge of billing and insurance processes to support the
receptionist once needed. To be aware about politesses and procedures as well
able to implement.
Main Duties and Responsibilities/Performance Standards
1
Greets patient & visitors, initiate registration process, and provides routine
information about his / her working area when necessary.
2
Handles phone enquiries from patients and others and communicating through
emails.
3
Photocopy documents related to patients required for the billing process at
reception.
4
Scan the required documents (Civil ID, insurance card, etc.) and saved in SAP.
5
Print the Email consent form to get the information from patient and update in
SAP.
6
Open the new file with all the needed documents.
7
Full knowledge of all information related to hospital services, so as to
respond customer inquiries effectively and accurately.
8
Should have the ability to self-control when dealing with customers and when
they feel angry or irritated.
9
Conduct regular online staff satisfaction surveys and elicit feedback on the
working environment from the patients.
10
Issue the daily Insurance invoice report by system and responsible to collect
the insurance invoices from clinics based on the insurance report.
11
Maintain insurance and billing knowledge and implantation.
12
Monitor and ensure that the reception area is kept tidy and projects a
business-like image
13
Maintain an attractive and charming personality.
14
Maintain high standard & quality performance to attract more customers.
15
Provide extra mile service to ensure high level patient satisfaction.
16
Ensure daily closure of cash/credit invoices with main cashier and submitting
insurance documents through DMS.
17
Review doctor's schedule and clinic arrangement for accurately directing
patients.
18
To be aware about politesses and procedures as well able to implement
19
Provide extra mile service to ensure high level patient satisfaction.
20
Provide extra mile service to ensure high level patient satisfaction.
21
Ensures quality and patient safety practices are followed
22
Provides or promotes patient and family-centered care.
23
Promotes inclusive health by providing equitable and accessible care to
patients and families with special needs.
24
Performs miscellaneous job-related duties as assigned by the Direct Reporting
Authority.
Qualifications, Competences and Skills
Education
At least High School Certificate
Experience
One year experience directly related to the duties and responsibilities
specified.
Licensure
Not Applicable
Language
Proficiency in Arabic and English Languages - good level
Computer Proficiency
On good level
Performance Competencies
1
To have a talent for understanding of and commitment to quality customer care
and service provision with the willingness and ability to follow
administrative procedures at reception area to a high standard.
2
Familiarity with the use of office equipment i.e. Scanning, photocopiers etc.
3
Excellent verbal communication skills with a good telephone manner
4
Good written skills & Good interpersonal skills
5
Computer literate, with keyboard skills and experience of word-processing,
(Microsoft Word) combined with ability to acquire other skills as necessary.
6
Accurate typing - minimum speed of 35wpm.
7
Smart and business-like appearance.
8
Ability to work to a high standard (and while under pressure).
9
Ability to learn assigned clerical tasks.
10
Adhere to prescribed routines, and to understand and follow oral and written
instructions.
Principle Working Relationships and Remarks
1
Customer Service staff, patients & visitors
2
Doctors, Nurses
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