Job Description: Administrative Assistant

Job Title:                      Administrative Assistant

Duty Station:                Lifelink Medical Centre

Reports To:                  Front Desk Supervisor

Interfaces With:            Administrator, Customer Care Supervisor and team leaders from other departments

JOB PURPOSE

The Administrative Assistant is the first contact for all clients/patients who come to Lifelink and has the primary responsibility of making sure that all clients are happy and will come again.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree from a recognized institution.

CORE COMPETENCIES AND SKILLS

• Good communication skills.
• Able to express oneself eloquently in English.
• Good interpersonal skills and friendliness.
• Ability to speak to others to convey information effectively.
• Service oriented, i.e. actively looking for ways to help people.
• Highly observant and able to pay attention to the environment.
• Active listening skills.
• Competence in using a computer and knowledge of MS Office.
• Highly organized.
• Able to multi-task.
• Ability to work well under stressful conditions.
• Because of the nature of this work, the position requires someone pleasant, personable, patient and with a desire to be of assistance to those in need.

DUTIES AND RESPONSIBILITIES

Customer Service

• Receive and welcome clients.
• Identify clients’ needs, e.g. to see the doctor, to get drugs, administrative issues, etc.
• Ensure that clients are attended to on a first come, first served basis.
• Identify emergencies and notify the Nurse/Doctor.
• Inform clients about services provided at Lifelink and direct all clients to the different service points.
• Notify relevant staff to attend to clients.
• Follow up on clients and update/explain to them what they should expect at any one time.
• Make and follow up appointments for specialists and ensure that both the doctors and patients are aware of their appointment times.
• Take overall responsibility for the front desk: receive all incoming calls, make all necessary outgoing calls and record them in the daily phone register, and account for airtime handed over during the shift.
• Ensure that the reception area and surrounding environment are clean, organized and tidy.
• Ensure that all patients are seated comfortably as they wait to be served.

Record Keeping

• Ensure that all clients/patients have registered their presence.
• Ensure confidentiality of all information related to clients by not discussing patients’ private information over the counter or any patient’s medical information over the phone, and by ensuring that only Lifelink staff handle clients’ medical cards.

Accounting and Billing

• Ensure accurate billing of services offered to clients (all cash clients, for both OPD and walk-in clients).
• Have proper accountability for all patients activated during one’s shift.

Additional Duties

• Receive incoming documents and forward them to the respective departments.
• Remind doctors and specialists of their daily duty schedule.
• Ensure all the necessary stationery is available at the beginning of every duty.
• Any other duties that may be assigned by your supervisors.

KEY RESULT INDICATORS

• Awareness of what each client is waiting for.
• Management of the patient queue (ensuring first come, first served for routine cases, prioritizing emergencies, and updating clients where the queue is not being followed).
• Compliance with customer service standards.
• Timeliness of reports.
• Completeness of patient billing.

REPORTS

• Daily patient attendance report.
• Daily report of patients who were activated but did not receive services.
• Daily customer complaints and feedback report.
• Daily shift challenges report.
• Specialists’ clinics/attendance reports.

How to apply?