Summary
Date Posted: Friday, February 24, 2023 , Base Salary: Not Disclosed

JOB DETAILS:

OVERALL JOB PURPOSE
Reporting to the Operations Manager, the administrative assistant is responsible for ensuring excellent client service, retention, increasing loyalty and achieving client satisfaction. This role is also tasked with ensuring the security and operational efficiency of cash inflow/outflows within the organization, timely and accurate disbursement of fully authorised receipts and safekeeping of any cash balances and any other company assets in your custody.

JOB REQUIREMENTS
1. Bachelor’s degree in a related field
2. Excellent verbal and written communication skills
3. Exemplary interpersonal skills and ability to interact with individuals and groups in a wide variety of situations.
4. Must be detail oriented and follow through with requests/complaints/action plans.
5. Must be able to problem solve.
6. At least one year of customer care experience is required.
7. Self-organisation, flexibility and ability to prioritise tasks
8. Computer knowledge especially MS Excel, MS Word, emailing
9. A very high level of integrity
10. Ability to multitask and ability to solve complex problems quickly

KEY PERFORMANCE INDICATORS
1. Level of patient satisfaction/ overall improvement to set targets
2. Client Feedback (95 % collection)
3. Average resolution time/ Complaint escalation rates
4. Visibility at all times
5. Customer service training
6. Achieve 100% accuracy of daily cash/chq transactions
7. Submit a daily shift report as reconciled with the finance officer
8. Timely and accurate preparation of receipts on the system
9. Safe keeping of collections both cash and cheques
10. Zero acceptance of fake notes
11. Fully completed documentation before disbursement of funds

GENERAL PERFORMANCE INDICATORS
1. Teamwork
2. Approachability
3. 100% Attendance of work
4. 100% system usage
5. 100% attendance of department meetings
6. 100% attendance of training sessions
7. 100% adherence to agreed uniform policy

SPECIFIC JOB RESPONSIBILITES
Reception
1. Receive patients ensuring prompt attention to clients and addressing their needs professionally, efficiently and without unnecessary delay
2. Ensure that patient information is captured accurately

Management of specialist’s appointment system
1. Maintain working knowledge of the appointment system i.e. times of all clinics, duration of appointments, knowledge of computer system, doctor’s rotas, and procedures for booking routine and urgent appointments.
2. Book appointments accurately and appropriately

Management of medical records
1. Retrieve and refile records as required

Switchboard management/ Operation of telephone
1. Receive and make calls as required in an efficient, professional manner according to HMH protocol
2. Divert calls and take messages as appropriate, record information for the different parties e.g. Senior Managers, Doctors, etc to action
3. Be accountable for all costs related to telephone usage

Information security
Ensure that all patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with HMH protocol.

Patient liaison/ Customer care
1. Ensure waiting areas is convenient for patients and visitors
2. Resolution of patients’ complaints at OPD. Issues must be broken down into urgent plan of action affecting patient satisfaction.
3. Highlight patients who have waited long or who need urgent attention to the medical teams
4. Report service gaps to ensure interventions.
5. Educate patients of their rights and responsibilities

Cashier roles
1. To ensure all cash, cheques, EFTS, are receipted and receipts issued to customers immediately
2. Ensuring cheques are properly completed for signatures, date, amounts in figures and words tally and separate post-dated cheques for future receipting when they have matured.
3. Receipts should be signed and stamped before issue to customers
4. File in date order any receipts not taken by customers in a clearly labelled file
5. Prepare and balance the daily shift report with the day’s receipt summary/print, and if any petty cash vouchers attached
6. Follow up receipts for all the petty cash expenses that were issued out of your shift’s collection
7. Ensure the daily shift reports are verified and signed off
8. All day’s collections and balances should be handed over for safe keeping at end of each shift.
9. Ensure all collections are banked the following working day.
10. For any petty cash issued, ensure the vouchers are fully authorised and completed before disburse of funds.
11. Ensure correct change is given back to customers in cases where payment is made in foreign currencies
12. Undertake other related duties incidental to the work described herein or as delegated to you by your supervisor.


Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

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