Position Summary: Responsible for the handling of customers in all aspects for quality service
Duties and Responsibilities: This job description is intended to provide an overview and is not all-inclusive. The job description may be changed as deemed appropriate by Girum General Hospital:
Ø Understand and carry the basic expectation of all employees
ü Being Punctual- cannot be late no excuse tolerated (each team member need to be present to give and receive reports at 745am and 4:30pm);
ü Being presentable- Must wear proper uniform and receptionist are expected to keep excellent personal hygiene i.e. daily shower; Neat and well pressed uniform; nicely fixed hair; etc.);
ü Being Collegial- you must have a good working relationship with everyone;
ü Striving for excellence- always aiming to improve ourselves;
ü Devise mechanism to monitor patient satisfaction (i.e. set up an anonymous survey to be filled by patient and visitors);
ü Serve as an information guide to all visitors;
ü Be very friendly, smile a lot, be reassuring, and go the extra mile to make patient feel at home;
Ø Be willing to take on more responsibility as the need arise;
Other Job related Standards
Ø Exhibit through your day to day actions the hospital slogan “where patient comes first” understand that the needs of the patient are our first priority;
Ø We treat everyone visitors and colleagues with respect and courtesy;
Ø Be always on time and physically available during all duty hours;
Ø Under any circumstances never leaves the hospital without physically handing over to another colleague NOT even to have your lunch or dinner i.e. there should always be someone at the reception no matter when;
Ø Always welcome our patients with a smile and making eye contact;
Ø Avoid disturbing the hospital environment by making unnecessary noises, jokes with colleagues while we are working and Never play any loud music or games on computers;
Ø Make sure all cards are filled correctly ( ASK Spelling if you are not sure) and please include all appropriate data including their home address and phone number;
Ø Be very informed about the hospital service and clearly communicate it when asked by a patient;
Ø We should exhibit proper phone etiquette that is:
A. We answer within three rings and say hello, Girum Hospital…how may I help u,
B. We inform patients or the person we are calling before putting them on hold,
C. When taking a message we write down and repeat it before hanging up,
Ø Never criticize one another in front of a patient nor try to pass a blame to another departments or colleagues in any situation as every one of us shares the same obligation to satisfy our patient need;
Ø Give constructive criticism to a colleague or subordinate promptly but off course in a private room…depending on the situation you may also get another colleague involved;
Ø Respect the hospital dress code (uniform), be well groomed and maintain good hygiene;
Ø Maintain patient confidentiality;
Ø Avoid talking on your cell phone for personal matter while with a patient; if work related please excuse yourself and inform patient that the call was work related;
Ø Be willing to assist patients and colleagues promptly when they seek your help;
Ø Strive to continuously improve your skills and knowledge and attend all required training;
Ø Avoid chewing gum while on duty;
Ø Maintain a clean working environment;
Ø Do NOT go to another department to talk about non-work related things;
Ø Strive to provide a level of service that exceeds patients’ expectations whenever possible;
Ø Have a positive attitude and let’s all avoid being defensive;
Description of Work Environment: - The job requires handling different kinds of clients with different behaviors. The Job is done with shifts. In addition the hospital provides medical coverage except medication expense for its entire permanent employees.
Evaluation Criteria: - Evaluation will be done based on Job description three times a year.
Qualifications and Experience Requirements:
Ø Diploma or certificate in reception
Ø One year experience in reception
Ø Communication skill and computer application skill is basic
Ø English and Amharic , additional languages are an asset