JOB DESCRIPTION

Job Title: Receptionist/Patient Services Executive
Department: Reception
Reports to: Reception/Patient Services Manager
Date: 2025
Working hours 17.00 hrs to 23.00 hrs.

QUALIFICATIONS

• Leaving Certificate.
• Secretarial Training.

EXPERIENCE

• At least 2 years’ previous work experience dealing with people preferably in a hospital environment

JOB SPECIFIC COMPETENCIES AND KNOWLEDGE

• Capable of communicating effectively and courteously with a wide variety of departments and individuals, including patients, visitors, hospital consultants, nursing staff, hospital management and other colleagues.
• Must possess good decision-making ability to direct patients/staff in calm, controlled manner.
• She/he should have a strong awareness of the need for confidentiality, discretion, precision, and a methodical approach in all matters.
• An ability to maintain motivation to get things done with attention to detail, within the constraints of a busy hospital.
• Knowledge of hospital switchboard and telephone systems.
• Computer keyboard skills with ability to learn hospital specific IT systems relating to role.
• Knowledge of basic hospital functioning with ability to learn specific hospital layout, Consultant specialities and basic insurance information.

PERSONAL COMPETENCIES

• All posts in Beacon Hospital require a high level of flexibility to ensure the delivery of an effective and efficient service. Therefore, the post holder will be required to demonstrate flexibility as and when required by their manager.
• Play an active part in the multi-disciplinary team.
• Be self motivated with a high capacity for individual initiative.
• Demonstrate an ability to prioritise work and handle large volumes of activity.
  The extent and speed of change in the delivery of health care is such that adaptability is essential in this position. The incumbent will be required to maintain and enhance their professional knowledge, skills and aptitudes necessary to respond to a changing situation. The Hospital is at the developmental stage and therefore, the job description must be regarded as an outline of the major areas of accountability at the present time. In light of the changing needs of the Hospital this job description may be subject to review as the Hospital and post holder’s role develops.

OVERALL PURPOSE OF JOB

To provide a well-informed, courteous and friendly Customer Care Service at the first point of contact for patients, visitors, clients and colleagues to support an environment where quality, respect, caring and compassion are at the centre of all we do.

KEY RESPONSIBILITIES AND DELIVERABLES

• Takes lead in maintaining efficient functioning of main reception, identifying areas for improvement or change.
• Liaise with Patient Business Services Supervisor for any staff or area related issues.
• Meet and greet patients and members of the public in a friendly and courteous manner.
• Ensure the reception area is tidy and professional, reporting any hazards or discomforts for patients or staff.
• Answer all enquiries proficiently or make enquiry to suitable department if unsure of correct answer.
• Be knowledgeable of all Hospital department and Consultant Clinic locations to clearly direct persons to the appropriate area.
• Be able to identify location of patient through Meditech.
• Be vigilant of patient confidentiality and Hospital policy with regard to the release of information concerning patient’s presence in the Hospital.
• Answer internal and external telephone enquiries in an efficient, professional, courteous and friendly manner.
• Acknowledge arrival of patients for admission and direct appropriately.
• Act as patient advocate by informing Patient Services Coordinator of any delays in patient admission etc.
• Operate the telephone switchboard in accordance with the standard procedures laid down by the Hospital.
• Observe the Hospital code of procedures regarding all emergencies.
• To be able to identify Doctor on call and other on call staff.
• Order transportation as appropriate, e.g. taxis, ambulances etc.
• Manage all in-coming and out-going mail and identify any mail deliveries requiring special/urgent consideration.
• Liaise with Consultant Clinic administration for mail transfer, etc.
• Be aware of required Business Processes on admission/registration of patient (e.g. after hours/week-ends) such as insurance form requirements or co-payment collection.
• Participate in administrative roles such as logging of insurance form on Meditech IT system and new medical chart preparation
• Comply with departmental and hospital Policies and Guidelines.
• Participate in shift roster to provide 24 hour cover 7 days a week at reception.
• Participate in meetings as requested, and contribute to the on-going development of the department and Hospital.
• Create an environment that encourages teamwork, positive attitudes and high morale.
• Participate in any other duties that may be assigned due to developing departmental requirements e.g. Admissions and registration process.

Information Technology

• Be able to locate Patient schedule and bed-location lists from Meditech.
• Be proficient in registration of patient on Meditech and use of Meditech Cash Drawer function.
• Be proficient in accessing telephone extension list for staff and Consultants.
• Be proficient in Hospital Switchboard functions.
• Be aware of specific requirements to comply with The Data Protection Act 2003 and patient confidentiality.
• Participate in training for IT updates to enhance and maintain proficiency.
• Be aware of ‘IT Downtime Policy’ and be able to put into effect if required.