Reception Supervisor

We provide meaningful careers that connect people with purpose. We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity. Netcare invites you to be part of our journey. ROLE SUMMARY The Reception Supervisor supports the Reception Manager with the daily operations of the hospital's front desk and reception areas, ensuring excellent patient service, efficient administrative functions in a friendly, professional and timeous manner, and smooth communication between various departments. This role involves the Reception Supervisor to assist the Reception Manager with co-ordinating reception staff, patient interactions, coordinating patients waiting, handling administrative duties, and ensuring the reception area meets all operational and customer service standards. Role profile summary: The Reception Supervisor supports the Reception Manager with the daily operations of the hospital's front desk and reception areas, ensuring excellent patient service, efficient administrative functions in a friendly, professional and timeous manner, and smooth communication between various departments. This role involves the Reception Supervisor to assist the Reception Manager with co-ordinating reception staff, patient interactions, coordinating patients waiting, handling administrative duties, and ensuring the reception area meets all operational and customer service standards. KEY WORK OUTPUT AND ACCOUNTABILITIES DISRUPTIVE INNOVATION Supervision and Staff Co-ordination Support the Reception Manager with co-ordinating a team of receptionists, ensuring they adhere to standard operating procedures and customer service standards in a friendly and professional manner. Staff Scheduling: Assist Reception Manager with work / shift schedules for reception staff as per the Scheduling Roster standard operating procedures, ensuring adequate coverage during all shifts. Training & Development: Co-ordinating training for 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: Support the Reception Manager in monitoring reception staff performance, providing guidance and evaluations. Escalate performance issues to line manager 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. Monitor KPIs: Co-ordinate and support line manager with tracking and reporting on key performance indicators (KPIs), such as patient satisfaction, wait times, and staff efficiency, and implement improvements as necessary. 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: Facilitate patient complaints or concerns professionally, ensuring issues are addressed or escalated to the appropriate departments. Assist with Patient Admissions: Co-ordinate the accurate and efficient admission of patients upon arrival, ensuring all required information is collected, verified, and entered the SAP system. Drive support for Netcare's strategic initiatives, such as online pre-admissions and the Netcare Mobile App, by actively promoting and implementing these initiatives. 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 support to line manager 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. Administrative Duties and Reception Co-ordination Co-ordinate 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 Waiti Times: Co-ordinate 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. Support line manager with 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. Communication and Liaison: Internal Coordination: Consult with various hospital departments, such as digital admissions, billing, doctors, and patient services, to ensure smooth communication and coordination of patient services. Assist with Patient Inquiries: Address patient inquiries about services, directions, procedures, and policies, offering clear and accurate information. 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. Support the line manager in co-ordinating 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. Ensure employees collect outstanding monies due by private patients. Ensure correct procedures are followed on the computer system Checking admission forms to ensure that they are correct and eliminate rejections. 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 done on admissions. Ensure that 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: + 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. + Support the line manager in training co-ordination for reception and hospital credit control teams on the processes 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. Monitor new authorisation report as per key performance indicator. Assist and support the line manager with the reception team 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