• Responsible for all front desk (Reception and admission) activities and personnel.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guest’s managers and customer service.
• Review schedules of the front office staff and submit to the Clinic Manager and HR Department.
• Supervises workload during shifts.
• Participates in the selection of front office personnel.
• Evaluates the job performance if each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains, Monitors, and prepares group requirements.
• Responsible for the daily report and to provide it to higher management
• Responsible for Monthly data report to be submitted to the management
• Responsible for patient’s follow up, complaint management and patient satisfaction.
• Ensure all files are screened, cleared and completed before admitting the patient one day before the surgery.
• Ensure financial status; approvals are obtained before admitting and discharging the patient.
• Ensuring admission and discharge check list is being filled and completed.
• Ensure admission and discharge information is being communicated with the following departments (nurses, doctors, insurance, Embryology lab and OT).
• Confirm with OT for the procedures done before discharging the patient.
• Ensure effective communication between the correlated departments.
• Prepare the daily /monthly report for the surgeries and statistics
•Trains, cross-trains, and retrains all front office /admission personnel.
•Collects data and information about patient care concerns, needs and problems and implement appropriate corrective actions.
•Analyses statistics or other data to determine the level of center’s customer service.
•Prepares reports and analyses highlighting progress, adverse trends and suggesting appropriate recommendations or conclusions.
•Responds to customer requests and questions regarding services, products and account information. Analyzes and rectifies customer concerns using established procedures.
•Perceives and interprets patient needs and translates them into effective solutions.
•Responds to the needs of the patients by ensuring immediate action.
•Supports employee involvement in decision making and problem solving and facilitates dialogue between patients, physicians, nurses and administrative managers to resolve patient complaints and problems.
•Refers complaints of a serious nature to the clinic manager and follow up the analysis.
•Follows up action taken in case where required.
•Attends meetings and participates on committees as required.
•Enhances professional growth, training and development through participation in educational programs, current literature, in service meetings and workshops.
•Monitors all VIP, special guests and requests made by them.
