To provide a welcoming and efficient service to patients of Salam clinic both in person and over the phone.
ACCOUNTABILITIES:
- Ensure good flow of patients so as to avoid overcrowded waiting areas and patients waiting too long by liaising with relevant departments.
- To monitor the waiting area and engage with patients in order to flag sensitive cases to management when needed
- To identify patients and register their administrative details with accuracy while always respecting confidentiality
- To create and update patients’ profiles in the clinic system according to protocols
- To operate the telephone and deal with incoming calls and outgoing calls to patients
- To provide information to patients and refer to all non-routine information to supervisor
- To update the daily patient schedule, record changes and distribute updates as necessary
- To provide operational support to the filing room if and when necessary
- To keep the reception and the premises neat and tidy
- To inform Supervisors in the case of any incident / problem
- To provide support to security personnel in screening cases at the main entrance during non-patient day
Main Responsibilities:
The position is in a new clinic opening in El Salam serving survivors of sexual violence. Basic OPD services will also be offered.
REGISTRATION
- Welcome and register patient.
- Direct patient to waiting area.
PATIENT FLOW
- Ensure good flow of patients by ensuring timely check-in and liaising with the relevant departments (triage). Provide clear information and explanation to patients in order to ensure positive relations and to mitigate any risk of frustration.
MEDICAL FILE MANAGEMENT
- Identify patients and record their administrative details in the register with accuracy and respecting confidentiality.
- Be a responsible gatekeeper of patient information in the register, safeguarding patient information by restricting unwarranted access; performing best practice of confidentiality protocols.
- Provide operational support to the filing room if and when necessary.
PATIENT CARE AND CROWD CONTROL
- Actively monitor the waiting area to identify any threat of aggressive, agitated or risky behavior, flag quickly any sensitive cases to management / relevant focal points. Be ready to initially respond to patient agitation in a calm, professional manner before management or the relevant focal points arrive.
- Listen to and be the first line of response to patient enquiries and complaints; report complaints, incidents and problems to supervisors or managers.
- Identify and report barriers impairing fairness and equality, advocate in the best interest of patients’ by indicating identify areas for operational improvement on the topic of triage, patient flow and patient communication.
- Contribute to the provision of quality and culturally sensitive services, facilitating the relation between patients and the care providers involved in medical consultations, mental health sessions (individual and group).
