Under the general supervision of the Front Desk Team Lead and / or the Branch Operations Manager and in collaboration with the Clinical personnel (where applicable), the job holder is responsible for attending to customers / patient inquiries and assist in the delivery of high quality care.
S / he will support smooth operational flow by efficiently performing various front desk and clinical duties as needed.
Main Duties and Responsibilities
Non - Clinical / Front Desk / Indirect Patient Care :
Support Branch Front Desk Officers in performing normal reception duties, greeting and welcoming customers & patients promptly, warmly and professionally as they come into the Facility or Branch.
Quickly and efficiently address patient queries by relaying needed information to the patient, e.g. wait time, payment processes, test information, pre-investigation instructions etc.
in a pleasant & professional manner in order to enhance customer satisfaction and make them feel valued.
Provide professional-level support for patients by answering medical questions, providing clinical information within the limits of their training as applicable.
Assist patients to complete all necessary forms and documentation where required
Keeping patient appointments on schedule by reviewing service delivery compared to schedule, informing appropriate clinical staff of patients’ arrival or reminding them of patient build-up and service delays
Track and obtain customers / patients’ imagining and test results; may communicate, explain or provide additional information with regards to lab and imaging test results, either verbally or in writing as directed or required.
Provide information to potential and returning clients about current products and services of the Company
Help patients in distress by responding to emergencies.
Ensure the Front Desk and general reception area remains as neat and as presentable as possible at all times with all necessary forms and material readily available for use
Any other duties as assigned by the Branch Operations
Manager Clinical :
Liaise with Branch Clinical staff to enhance the efficient management & coordination of their daily needs and operational schedules, keep visits running on time, communicate delays to customers / patients and ensure exam rooms are properly supplied
May take and record patient vital signs (height, weight, blood pressure, pulse rate, temperature etc.)
May conduct, prepare patients and provide assistance with various investigations e.g. stress echocardiograms, colonoscopy and Sono-HSG.
Efficient conduct or execution of all other duties as assigned.
Education, Qualifications & Experience
Must be a Registered Nurse with a valid professional licence Post Graduate Studies : N / A Previous Experience : Minimum of one (1) years’ post-qualification experience
Personal Attributes & Physical Demands :
Must have strong customer-orientation, with good communication and interpersonal skills
Friendly, patient and reliable with a high level of maturity, empathy and emotional intelligence
Must be familiar with office machines e.g. phones, computers, printers, scanners, copiers, etc.
Must be able to multi-task; capable of handling several issues at the same time to deliver results and meet desired deadlines