Frontline Services Management
Manage patient reception for medical appointment scheduling, registration, and/or patients’ admission and discharge procedures
Type
Functional
Competency Area
Department Management
Levels
Perform all necessary procedures related to patient registration, admission and discharge
Identify the elements that are important to operate patient reception areas
Maintain the clinic or hospital’s reception areas to organisational requirements
Identify when reception areas or common areas are in need of maintenance
Maintain the functionality and adequacy of office tools, supplies, equipment and documentation
Verify identification documents from patients
Establish patients’ purpose of visit
Attend to patients’ needs in accordance to organisational guidelines
Schedule appointments according to organisational procedures and guidelines
Process patients’ admission and discharge orders
Register the death of patients according to organisational procedures
Assist patients with automated or self-help services
Generate patient appointment lists for clinics in a timely manner in accordance with organisational procedures
Verify appointment list against retrieved patient case files in accordance with organisational procedures
Remind patients of any health check appointments when it is due
Perform complex procedures related to patient registration, admission and discharge
Assist patients that require additional attention immediately
Escalate urgent conditions for medical triage
Explain basic clinic procedures to new patients
Arrange facilities and equipment needed for patients’ appointments and consultations including bed booking
Act as a case coordinator for complicating and conflicting appointments
Encourage patients to participate in health check appointments
Manage frontline service resources to ensure a smooth patient experience and clinic operations
Plan the duration and purpose of time slots for clinics
Reconcile time slots with doctors’ schedule and clinic resources available during slots planning
Identify scheduling problems when appointments fall through
Resolve scheduling errors according to organisational guidelines and procedures
Resolve discrepancies between scheduled appointments against the availability of facilities and other relevant resources needed for medical appointments
Evaluate junior staff’s performance in accordance with clinics’ key performance indicators to ensure they are adhered to
Review the organisational frontline services workflow
Identify key operational processes that require improvement
Review frontline services workflows
Oversee the implementation of workflow improvement activities and initiatives
Assess new or recommended improvements to workflows
Manage the systems and processes to ensure that standards are maintained