Division:
Primary Care
Business Unit:
Intercare Mall@55 Medical & Dental Centre
Minimum Experience:
Entry Level
Company Primary Industry:
Medical Practice
Job Functional Area:
Customer Service
Job Description
ABOUT INTERCARE
Intercare is a well-established and innovative healthcare company that strives to provide high-quality, value-based healthcare to our patients. As dedicated ambassadors of the Intercare brand, everything we do is guided by a strong sense of purpose: "To make people feel better." We are committed to ensuring that every interaction we have with our patients is meaningful and contributes to their overall well-being.
Our core values—People-centred care, Integrity, Inclusivity, Compassion, Excellence, and Innovation—define who we are and shape the culture of our organization. These values are the foundation of our commitment to creating a positive healthcare environment where patients feel valued and respected.
Intercare Mall@55 Medical and Dental Centre is situated in Monavoni, Centurion, and is currently seeking to recruit a motivated and enthusiastic Receptionist to join our professional team. As a receptionist, you will play a pivotal role in ensuring a smooth and efficient patient experience from the moment they walk through the door. Your contribution to the administrative and patient care processes will be critical in helping Intercare fulfill its mission of delivering exceptional healthcare.
ROLE OVERVIEW
As the first point of contact for patients, the Receptionist is an integral member of the healthcare team. Your primary responsibility is to provide professional and friendly customer service while facilitating the smooth administration of the patient journey—from initial appointment booking to processing payments. This position is ideal for individuals who thrive in a fast-paced healthcare environment and are passionate about delivering high-quality service to patients.
You will be expected to manage multiple responsibilities effectively, maintain high standards of patient confidentiality, and ensure that administrative procedures are followed in line with Intercare’s internal policies. In addition, you will play an important role in promoting a welcoming atmosphere, ensuring that the reception area is clean, organized, and functional at all times.
KEY DUTIES & RESPONSIBILITIES
As a Receptionist at Intercare Mall@55 Medical and Dental Centre, you will take on a variety of tasks to ensure that the front desk operates efficiently, and patients receive the best possible service. Key responsibilities include:
Patient Interaction & Telephone Services:
- Deliver professional, efficient, and courteous telephone services as part of your patient care responsibilities.
- Provide clear information to patients, answer general inquiries, and direct calls to the appropriate departments or professionals.
- Take responsibility for all incoming and outgoing phone communication, ensuring patients are assisted promptly and respectfully.
Patient Registration & Documentation:
- Assist patients with the completion of registration forms and ensure that all necessary personal and medical information is accurately recorded in the system.
- Verify patient details and ensure compliance with POPIA (Protection of Personal Information Act) to maintain confidentiality and data protection at all times.
- Keep meticulous records of all patient interactions and update the system as necessary to reflect changes in patient information or appointments.
Reception-Patient Journey:
- Manage the patient reception process, from booking appointments to confirming arrivals and handling payments, ensuring the patient’s journey is smooth and seamless.
- Efficiently direct patients to the appropriate services, healthcare professionals, or departments, providing guidance as needed.
- Ensure that all patients are informed of the clinic's procedures, policies, and any waiting times that may be relevant.
Emergency Case Referrals:
- In cases of emergency, quickly assess the situation and refer patients to the nurse's station or the appropriate healthcare professional following clinic protocols. Your swift response in these situations ensures patient safety and prompt care.
Account Queries & Payment Processing:
- Handle basic account-related inquiries from patients and, if necessary, escalate more complex financial issues to the appropriate department.
- Ensure all co-payments and outstanding balances are collected according to Intercare policies. Process payments accurately using the system, ensuring proper documentation and receipt issuance for patients.
- Execute daily cash-up procedures, ensuring that all financial transactions are balanced and that banking processes are adhered to according to clinic policies.
Administrative Support & Record Keeping:
- Ensure that patient files, both electronic and physical, are organized, updated, and managed according to clinic standards and legal requirements.
- Maintain an efficient filing system for patient records and appointment schedules, ensuring easy access for healthcare professionals and administrative staff.
- Provide general administrative support, including photocopying, faxing, scanning, and emailing relevant documents as necessary.
Reception Area Management:
- Ensure that the reception area is always clean, tidy, and welcoming for patients and visitors. Organize reading materials, brochures, and any other information provided in the waiting area.
- Ensure that all office supplies and forms necessary for the reception desk operations are adequately stocked.
Compliance & Confidentiality:
- Ensure that all duties are performed in compliance with Intercare’s policies and procedures, as well as relevant healthcare regulations.
- Maintain the confidentiality of patient information at all times, in line with healthcare regulations and Intercare’s policies.
REQUIREMENTS & QUALIFICATIONS
To be considered for this role, you must meet the following qualifications and possess the necessary skills and experience:
Minimum Qualification:
- Grade 12 (Matriculation) qualification is required for this position.
Experience:
- Previous experience working in a customer-focused service environment, such as a medical or dental reception, will be highly advantageous.
- Experience in handling customer queries, managing administrative processes, and processing payments is preferred.
Technical Skills:
- Proficiency in computer systems, particularly Microsoft Office applications (Word, Excel, Outlook).
- Experience with the GoodX medical system or similar healthcare management software is advantageous but not essential.
Interpersonal Skills:
- Excellent communication and interpersonal skills, with the ability to engage with patients and healthcare professionals in a friendly, professional, and empathetic manner.
- Strong organizational skills, with the ability to manage multiple tasks and responsibilities efficiently.
- A positive attitude, high attention to detail, and the ability to work well both independently and as part of a team.
Personal Attributes:
- A passion for customer service and patient care.
- A proactive approach to problem-solving and the ability to remain calm under pressure.
- The ability to maintain confidentiality and deal with sensitive information with the utmost discretion.
WHY JOIN INTERCARE?
Intercare is committed to creating a workplace that supports both personal and professional growth. We are proud to foster a culture that encourages Diversity of Thought and welcomes individuals who bring different perspectives and ideas to our team. At Intercare, we recognize that every employee plays an important role in achieving our mission to deliver exceptional healthcare services to patients.
By joining our team, you will be part of a dynamic, supportive, and inclusive work environment where you can develop your skills, contribute to meaningful patient care, and build a rewarding career in healthcare.
If you believe that your personal purpose aligns with our vision and values, we encourage you to apply and become part of our healthcare family.
CLOSING DATE: 23 September 2024
This is a fantastic opportunity to join a leading healthcare company dedicated to making a difference in the lives of patients. If you’re passionate about customer service and excited about the prospect of working in a healthcare environment, we encourage you to submit your application before the closing date.
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