Receptionist

Register for new patient in compliance with Patient registration policy, key responsibility as:

- Welcome patient

- Provide patient with Registration Form (pay attention on language of the form) and guide patient to fill the form. Call interpreter to assist patient should language become barrier for communication.

- Require patient to present one of the Identification Documents with patient photo affixed such as Identification Card, Passport or Driving License,

- Match the patient with the ID document presented to ensure patient correct identification when patient use any service at FV Hospital.

- Scan patient ID document into HIS system (into document tap)

- Upon receipt of filled Registration Form, register patient on HIS:

 Photograph patient with webcam ensuring high quality of image

 Print Patient Card, check patient’s name then give patient card to the patient.

 Guide patient how to use the card.

 Scan the completed Registration Form onto document tap of HIS

 Scan Insurance Card of the patient onto Document tap of HIS

 Transcribe insurance information onto Registration Module

 Obtain consent of insured patient using the form “.CONSENT FOR RELEASE OF MEDICAL INFORMATION..”

- To cooperate with Sales Department to create HN for company

- To cooperate with Representative Office in Cambodia to create new HN

- To frequently check the quality of Patient registration which is carried out at Delivery suite, A&E, FVC and Human resource to remind them to follow up data missing.

- To make reports of Registration Quality Control Report: to check the quality of obtaining patient personal information as full name, DOB, Telephone, address, and Attributionas as the information required in the Registration form

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Patient update information

- To efficiently cooperate with Medical secretary and receptionist at OPD to update patient information into system. Information requires updating as patient’s photo, ID/Passport, address, telephone, contacting relative, email…

- And to update patient personal information upon patient require at the Front Desk and from FV website

Triage disease

- To identify patient’s information (symptoms) to assist patient to go to the appropriate clinical department ( inform medical secretary before guiding patient to department)

- In case of having a difficult case, get advise from supervisor, Medical secretary at related department or manager

- To keep learning on the knowledge of triage disease

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Set up and manage brochure

To coordinate with Patient Service Clerk to

- Order brochures from the store

- To set up and fill up brochure

- To remove any brochure expiry date

- To make report weekly

Cross training

Cross training will be located at Operator, Admission Office, Information desk and VIP lounge as assigned by Front desk supervisor or FOM.

Others

- Receive, handle and transfer phone call in compliance with Telephone Etiquette Policy

- Help patient to book appoitment with related department

- Provide information to patient as: general information of FV hosptial, promotion programe, check up package, delivery package, and follow-up pregnancy package

- Organize FV tour/ Delivery tour to patient/ customer...

- Support OPD dept by printing labe and prepairing patient’s file

Customer services

- Keep smile and be friendly

- Be able to anticipate patient and visitor’s needs

- Treat all patients and visitors as valued customers, making them feel comfortable and welcomed

- Answer patients questions thoroughly to the best of ability,

- Refer difficult questions to the correct party ( i.e . not making up an answer ) and follows up to ensure question is answered

- Project good self-presentation: a pleasant, tactful, diplomatic, and professional manner, a clear voice, a helpful attitude, a calm and polite nature

- Use appropriate body language to make patients feel welcome and cared for

Complaints handling :

- If patient/ customer request to see manager or director. Invite patient to sit on the customer service office, then inform customer service staff to receive patient/ customer

- if complaint happened out of working hour, Takes time to listen carefully to patient complaints, help to settle misunderstandings (if any), be helpful to assist patient, note all information then send to Customer service office to follow up.

Teamwork

Respects and cooperates with front office staff ensure the best possible overall patient services, including sharing work, helping out, replacing absent staff , ect as assigned by Front desk supervisor or FOM.

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Appearance & Grooming

- Body cleanliness

- Clean shaven

- Hair: Short, neat & shampooed often

- Teeth: Brushes daily & after every meal

- Hand: Wash often as hygiene standard of hospital

- Uniform: Wear clean, winkle-free clothes. Always wear uniform in working time with nametag.

- Shoes: Clean, comfortable