Receptionist

Main Purpose:

• Ensure reception, registration and admission of patients coming to MSF health facilities and prepare the patient for his/her consultation according to MSF protocols.

Accountability:

PHONE CALL AND RECEPTION

• Answer phone calls and takes messages
• Present the functioning of the MSF Clinics and inform the persons about the services provided
• Give, follow and organize the patient’s appointments in the MSF Clinics and appointments for referrals when needed.
• Welcome patients and visitors in the MSF Clinics
• Inform the patient of the patient flow, waiting time and any information asked
• Ensure the availability of a comfortable waiting area for the patients and their relatives, accompanying persons and visitors
• Be attentive to patient comfort and to the needs of the patient in the waiting area.
• Reminder calls: Call the patients a day in advance to remind them of their appointment (for intake)
• Ensure that non-Arabic or non-English speaking patients are called by an interpreter

MEDICAL FILES MANAGEMENT

• Maintain and secure all the written and electronic medical files inside the clinic reception and file room
• Organize the medical files according to the procedure and system
• Retrieval, completion and handover of the files to the authorized personnel
• Record of file movement and ensure all files return to the file room at the end of the day; tracking the file in the clinic if necessary.

REGISTRATION

• Properly register the patient with all necessary administrative information or any relevant information
• Give a new code number for the patient if the admission is confirmed and register it in the golden book according the procedure
• Update patient’s information according to protocols and procedure and ensure maintaining and filing system in good condition
• Ensure, maintain and promote confidentiality regarding all information registered.
• Fill in following documentation sheets: The “white sheet” – scheduled patients, time of appointment, service provider, time (new assessment) ,The “yellow sheet”- actually arrived patients, arrival time, appointment time, language, service provider, interpreter if needed, how many consultations (follow-up)

PATIENT FLOW

• Ensure good flow of patients avoiding overcrowded rooms and having patients standing up for long time while waiting for their turn.
• Ensure that the manager is informed about any difficulties according the patient flow
• Ensure that all patients are referred to their service provider in a short period of time

INTERPRETERS

• Check the necessity of the service of an interpreter for the patient and book an interpreter when needed.

TRANSPORTATION MONEY

• Transportation money is provided for our patients to ensure the accessibility to our clinic
• The receptionist has the responsibility over the transportation money, which is validated by his manager
• The receptionist accountably opens and closes accounts with the Cashier
• Ensure that each patient gets transportation money according to the Zone he or she lives
• Ensure the proper documentation of the transportation money
• Ensure the money is deposited in a safe place during opening and closing hours of the clinic.

ON CALL

• The receptionists are in a rotation system on call every day after working hours from 6.00 pm to 9.00 am and on day off 24h/24h
• Ensure that you carry the emergency phone when you are on call
• Ensure the phone is always charged and reachable 24/7
• In case of a call, ensure that the patient will be seen by a service provider on call as soon as possible