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Team Leader

at Medicross Benoni
Location Benoni, South Africa
Date Posted June 14, 2019
Category Administrative Jobs in South Africa
Job Type FULL_TIME
Currency ZAR

Description

ROLE SUMMARY

The Team Leader – Customer Care Consultant has an overall responsibility to provide a professional service to all

customers in line with the Netcare strategic themes.

The Incumbent is further responsible for answering phones, patient scheduling and registration, charge entries,

walk-ins, payment posting, batch balancing and cash reconciliation and balancing.

KEY WORK OUTPUT AND ACCOUNTABILITIES

Effective Communications

 Ensure effective Communication (telephonic, emails etc)

 Conduct daily testing of extensions and faults to be recorded and reported to the responsible HOD

 Ensure night service is switched off prior to clinic opening

 Determine the availability of practitioners and clinic staff and inform reception staff

 Ensure that the correct answering message is recorded to reflect the clinics current

Effective Patient Scheduling

 Attend to all On-Line-Appointment requests

 Maintain the practitioners duty roster on the On-Line-Appointment website

 Ensure availability of practitioners is correctly indicated on ME+ system

 Ensure that the practitioner availability board is correctly maintained and is visible to the patients

Printed copies of this document are uncontrolled and must be destroyed after use

 Ensure that the practitioner availability and detail is correctly maintained on Real time Online booking

system

 Ensure that all electronic booking requests is acknowledged and replied to

Auditing

 Conduct auditing of new files - all new files must be checked for compliance as per the standard operating

procedure within 48 hours from opening

 Old files need to be maintained / replaced on an ad hoc basis

 Ensuring files with a 2 year non activity period are archived on a regular basis

 Ensure filing cabinets are operational and report faults to the responsible manager

General Tasks

 Ensure reception and waiting areas are clean and neat at all times

 Ensure that all electronic media (TV, radio) is operational

 Ensure chairs are neatly arranged

 Ensure compliance as per the Standard Operating Procedure

Handling of emergencies

  • Refer patients to nursing station immediately
  • Assist in transporting the patient to the nursing station if necessary
  • Ensure that the patient is handed over to a nurse or practitioner
  • Follow up on patient details once patient has been stabilised as per the Standard Operating Procedures

Customer satisfaction

 Ensure a customer friendly environment

 Ensure a professional environment at all times

 Ensure compliance with companies customer care values

 Ensure effective and formal communication

 Monitor patient waiting time and keep patient informed

Printed copies of this document are uncontrolled and must be destroyed after use

 Notify booked patients of doctors cancellations

 Manage the patient flow at reception and pay point

 Alert Nursing station of any potential or visible high risk patients

 Attend to and assist in resolving any patient complaints

Transformation goals

 Assist with the identification of potential talent

 Ensure alignment to the EE plan

SKILLS PROFILE

EDUCATION

 Grade 12 Certificate or equivalent NQF Level 4 Qualification.

WORK EXPERIENCE

 Previous reception experience

 Experience of working in a medical, business orientated and customer focused environment

 SAP experience is an advantageous

KNOWLEDGE

 Computer literate

 Knowledge of billing procedures