OPD Supervisor

Job Summary

Supervises front desk activities and its' services including Customer Service, Check-in, Check-out, Scheduling, and Registration. Acts as the liaison for front desk/clinic managers to bring up improvement opportunities, ideas, etc. Responsibilities may include front desk volume and productivity reporting, promoting patient relations, facilitating information management, assisting patient flow and ensuring accurate and timely database management.

Major Duties and Responsibilities

Ensures through his/her actions, either directly or indirectly, that a superior quality of medical treatment, compassion and understanding is given to every patient served at the NMC Hospitals and Clinics.

Manage the OPD area to ensure efficient and effective service with high quality.

Manages patient appointments and schedules follow up visits and procedures.

Following-up the problems facing the Registration Clerks regarding the Company Patients and whether the patient is eligible for treatment in the hospital or not. Developing and maintaining a system to manage this effectively.

Coordinates with the physician and receptionist in regard to patient appointments.

Opening of files for new patients and recording the pertained data of the patient.

Checking the financial coverage of the patient and the required documents.

Collecting payments from patients and sending them to the General Cashier on daily basis.

Takes personal responsibility and accountability for investigating and correcting customer-service problems.

Answering the inquiries of patients and visitors.

Works as patient advocate.

Provides continuous training for employees, including cross-training for all systems and processes utilized which may include: patient care system, telephone system, and departmental e-mail.

Receives requests for physician time from patients, physicians, nurses and other clinic personnel.Schedules and manipulates professional time for patients with objective of optimizing utilization of time and schedules.

Has initial contact with patients appearing at clinics. Ascertains needs, screens out ineligible clinic recipients before initiating services. Tact and diplomacy are required and essential.

Contacts patients who are in a waiting list and books them with physicians and new schedules become available, contacts and books new appointments for patients whose original appointments have been cancelled. Calls patients who missed their appointments when there is a need for them to be seen by their physicians.

Reports and consults with chief of services on irregular schedule changes requested by individual physicians.

Operates computer for scheduling patients and checking their eligibility for treatment.

Operates the mainframe computer to keep records for no shows, missing records ad maintaining clinic visits and other statistics.

Work is conducted in a professional manner maintains patients confidentiality when required.

Follows all department policies and procedures.

Participates in on-going education program developed by the department, e.g. Department Policy and Procedures, Fire Safety, Risk Management, Environmental Control.

Performs additional tasks and duties as assigned by Superiors.

Reporting to

Manager of Outpatient Services

Supervises

• Patient services Coordinator

Qualifications

A minimum of:

Education

• Diploma holder; Preferably Bachelor in general administration.

Experience

• Five (5) years’ experience similar to job, Experience in hospital /Patient Services.

Competencies & Skills

Customer service/ Patient Experience skills.

Tact, courtesy and public relations skills are a must.

Good communication & interpersonal skills.

Computer literate.

Awareness of Patient Rights and Responsibility.

Good written and oral communication skills in Arabic and English.