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Role Profile Summary:

• The Reception Manager is responsible for the overall management of the Reception area and Reception staff, including hospital credit controllers and porters (where applicable) to ensure the sustainable performance and operational efficiency of the department and to achieve specific key performance metrics, targets and CSA’s

• The Reception Manager in the hospital is responsible for overseeing the operations of the hospital's front desk and reception area. This role plays a vital part in ensuring smooth patient flow, providing excellent customer service, and managing the reception and hospital credit control team. The reception area serves as the first point of contact for patients and visitors, making this position key in shaping the hospital's overall patient experience. The Reception Manager needs ensuring excellent patient service, efficient administrative functions in a friendly, professional, and timeous manner, and smooth communication between various departments and patients. This role involves managing reception, switchboard, and hospital credit control staff, managing patient interactions, coordinating patients waiting, managing administrative duties, and ensuring the reception area meets all operational and customer service standards.

KEY WORK OUTPUT AND ACCOUNTABILITIES

DISRUPTIVE INNOVATION

Staff Management

• Manage a team of receptionists, switchboard, and hospital credit controller, and porters, ensuring they adhere to standard operating procedures and customer service standards in a friendly and professional manner.
• Staff Scheduling:  Manage and action the work / shift schedules for reception staff as per the Scheduling Roster standard operating procedures, ensuring adequate coverage during all shifts.
• Training & Development: Provide training to new and existing reception staff on hospital standard operating procedures, customer service techniques, and system usage. Promote staff development through ongoing coaching and feedback.
• Performance Monitoring: Monitor reception staff performance, providing guidance and evaluations. Address performance issues and implement corrective actions when necessary.
• Maintain Reception Area Standards: Ensure that the reception area is always clean, organized, and welcoming for patients and visitors, complying with health and safety regulations.
• Ensure compliance with policies and procedures and CSA criteria.
• KRONOS system checked and update weekly/monthly.
• Always ensure a smooth workflow in reception.
• Management of the daily banking process with the assistance of the Financial manager.
• Ensure staff accurately follow the process and manage drop safe process and receipting as per standard operating procedures.
• Management in collaboration with the Nursing Manager of daily occupancy list verification.
• Management of the Reception Scheduling Roster in line with the business requirements and ensuring that fairness is always applied when scheduling staff.
• Plan, organise and control own work environment by setting appropriate priorities and objectives to achieve performance.

Customer Service and Patient Interaction

• Patient Greeting: Ensure patients and visitors are greeted warmly and promptly upon arrival, providing a positive first impression of the hospital.
• Resolve Issues: Manage patient complaints or concerns professionally, ensuring issues are addressed or escalated to the appropriate departments.
• Assist with Patient Admissions: Oversee the accurate and efficient admission of patients upon arrival, ensuring all required information is collected, verified, and entered the SAP system.
• Seamless patient journey:  create an experience where all aspects of the patient journey are well coordinated, efficient and in a welcoming manner.  This involves smooth admission, including the management of the porter duties and assistance with patients who require the porter services, communication, ensuring the patient feels supported and informed throughout the entire admission process.
• Drive support for Netcare's strategic initiatives, such as online admissions and the Netcare Mobile App, by actively promoting and implementing these initiatives.

Administrative Duties and Reception Management

• Manage Reception Workflow: Ensure that the reception area runs smoothly, with staff answering phone calls, directing visitors, and attending to patients' needs promptly and in a friendly manner.
• Monitor Patient Wait Times: Oversee patient wait times in the reception area and take steps to reduce delays or inform patients about any extended waiting times.
• Document Management: Ensure proper handling of patient records, forms, and other documentation according to standard operating procedures, with a focus on maintaining confidentiality and data security.
• Management of timecards via the KRONOS system, weekly, monthly as per standard operating procedures.
• Manage reporting as per policies, i.e. Private patient admissions and upfront collections, COID admissions and management of worklist, Validating and updating of Guarantee of Payment from International Insurers.
• Manage and monitor effective and smooth transition with shift handover to ensure continuity of patient admissions and no impact on the patient journey.

Communication, Conflict Resolution and Liaison:

• Manage conflicts or difficult situations, such as patient complaints or challenging interactions, in a calm and professional manner.
• Ensure that patients feel heard and valued and strive to resolve any issues to the satisfaction of the patient and the hospital.

Admissions, Patient in Progress and Financial Risk

• Admissions & Patient- In- Progress (PIP):
  • Always ensure that, client expectations are met, and a quality patient experience is delivered.
  • Ensure quality and integrity of information obtained on admission, whether existing or new, this to help ensure that we collect accurate and most updated information / data.
  • Oversee the verification of patient medical aid or international insurance coverage when applicable, ensuring all necessary information is validated, verified, documented, and submitted. 
  • Ensure all relevant admission documents i.e. ID, medical aid card etc. are obtained from the Patient and/ or Person Responsible for the Account (PRFA).
  • Checking admission forms to ensure that they are correct and eliminate rejections.
  • Liaise with doctors regarding Theatre List and diagnosis.
  • Ensure employees discharge patients in a professional, orderly manner (when required e.g. after hours and weekends).
  • Manage and monitor reception teams, including hospital credit controllers to collect outstanding monies due by patients (private, foreign and medical aid co-payments etc).
  • Manage and monitor correct standard operating procedures are followed by all reporting staff.
  • Ensure relevant and sufficient training is given where training needs are identified.
  • Liaise with nursing employees regarding availability of beds to ensure minimal waiting for patients to be admitted to ward.
  • Ensure that risk is managed and identified for all admissions, report any risks or fraudulent activities identified.
• Private Patient Admissions:
  • Ensure that accurate private estimations are actioned and accordingly approved as per protocol on admissions.
  • Manage and monitor Reception staff to comply with the requirements for the Patient or PRFA signs the estimate and that the signed estimate is attached to the case.
  • Ensure employees collect deposits and surcharges where applicable.
• International (foreign) Admissions:
  • Manage and monitor admissions where international insurance admissions must have relevant valid Guarantee of Payments (GOPs) with sufficient funds for the admission period and all documentation must be scanned and attached to the case.
  • Train and manage reception and hospital credit control teams on the management of international admissions, validation, and verification to ensure risk are secured with each admission.
• Medical Aid Admissions:
  • Ensuring that all authorisations are requested on admission for medical aid patients by receptions.
  • Manage and monitor new authorisation report as per key performance indicator.
  • Assist and manage reception team with the collection of co-payments or outstanding balances from patients upon or during admission.
  • Ensure monitoring of baby registrations for newborn babies
  • Ensure that the Patient in Progress (PIP) Report is managed daily by the hospital credit controller, and reception teams, to ensure that there are sufficient funds available to cover the admission.
• COID Admissions
  • Manage COID admissions as per the standard operating procedures.
  • Ensure all relevant documentation are obtained by receptionist during admission as per requirement from Compensation Fund
  • Ensure all relevant follow ups and actions are conducted by the hospital credit controller as per standard operating procedures.
  • Ensure hospital credit controller work daily on the COID worklist to reduce errors.
• Quality
  • Ensure ongoing quality checks are performed to mitigate risk.
  • Ensure management of demographic information are up to date and confirmed with patients with each admission by the receptionist.
  • Manage and monitor quality reports i.e. similar patient report, rejection reports, DQ Dashboard
  • Execute and adhere to standard operating procedures in reception to minimize errors, rejections, and any quality related matters

Monitoring and Reporting:

• Implementation and monitoring of all reception systems, processes and controls.
• Provide regular feedback and reports to hospital and patient administration (regional and national) leadership regarding the efficiency of the reception area and identify areas for improvement
• Monitor KPIs: Track and report on key performance indicators (KPIs), such as patient satisfaction, wait times, reception staff productivity and efficiency, patient satisfaction, admission, and patient in progress etc., and implement improvements, as necessary. 
• Monthly KPI’s:  Track and monitor during the month to ensure KPI targets are met, address areas of concern during the month.
• Monitor, report, and manage duplicate PMI process and PMI Merging.
• Monitor, report, and manage with Reception un-billing requests.
• Monitor, report, and manage Rejections (New authorisation and upfront rejections).

Confidentiality and Privacy

• Protect patient privacy and comply with all privacy regulations as per POPI and Privacy standard operating procedures.
• Ensure that all sensitive information is handled confidentially and securely.

General tasks

Ensure that reception staff adheres to hospital policies and procedures regarding patient confidentiality, admissions, and customer service.

• Stay updated on relevant healthcare regulations, ensuring that all practices in the reception area comply with POPI, privacy and protocols.
• Maintain high levels of professionalism and confidentiality in all interactions with patients and visitors.
• Reception Managers must be visible in the hospital’s main reception area or front desk, interacting with both patients and staff daily.
• Management of telephonic enquiries and queries.
• Perform any reasonable task as instructed by the immediate line manager and/ or patient administration management.
• Compliance with Netcare digital and data driven initiatives.
• Online admissions strategic alignment – drive with all relevant stakeholders.
• Manage CareNet Complaints within stipulated SLA, including relevant escalation to Hospital Exco where required.
• Liaise and manage with Hospital Finance manager and/or Hospital Manager regarding “special” written arrangements.
• Escalation of any risk related matters to line management and regional patient administration team.
• Implementation, monitoring and maintenance of all reception processes and controls as implemented by the Patient Administration Management and/ or hospital management.
• Compliance with Group Policy and Procedures.
• Perform any reasonable task as instructed by the direct and indirect management.

TRANSFORMATION OF OUR SOCIETY

People management

• Overall management of the reception team including switchboard and Hospital Credit control teams and performance thereof.
• Implement strategic plans, objectives and budgets through effective recruiting, training, development, motivation & evaluation of staff.
• Develop talented leaders and high performers.
• Manage and assess employee performance.
• Assign decision making authority and task responsibility appropriately to maximise organisation and employee effectiveness.
• Facilitate effective change & conflict management.

Personal and professional development

• Assume responsibility for own personal and professional development.
• Keep up to date with Netcare’s evolving policies and procedures.

SKILLS PROFILE

EDUCATION

Essential

• Grade 12 or equivalent NQF Level 4 Qualification

Preferred

• Qualification in Administration

WORK EXPERIENCE

Essential

• 5 Years experience in a Reception / Patient Administration
• 3 - 5 Years Managerial experience in Reception / Patient Administration

KNOWLEDGE

Essential

• Computer Literate

Preferred

• Working knowledge of SAP ISH

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