JOB DESCRIPTION FOR ADMINISTRATIVE ASSISTANT

DUTY STATION       : Life Link Medical Centre

POSITION                 : Administrative Assistant

REPORTS TO             : Front Desk Supervisor

INTERFACES WITH : Administrator, Customer Care Supervisor and team leaders from other departments.

JOB PURPOSE

The Administrative Assistant is the first contact for all clients/ patients who come to life link and has primary responsibility of making sure that all clients are happy and will come again.

EDUCATION, COMPETENCIES AND SKILLS REQUIRED

• Bachelor’s Degree from a recognized institution
• Good communication skills
• Able to express oneself eloquently in English
• Good interpersonal skills and friendliness
• Ability to speak or talk to others to convey information effectively.
• Be service oriented i.e., actively looking for ways to help people.
• Highly observant and able to pay attention to the environment
• Active listening skills
• Possess competence in using computer and have knowledge of MS Office
• Highly organized
• Must be able to multi-task.
• Ability to work well under stressful conditions.
• Because of the nature of this work, position requires someone pleasant, personable, patient and having a desire to be of assistance to those in need.

KEY RESPONSIBILITIES

CUSTOMER SERVICE

• Receives and welcomes clients
• Identifies clients’ needs E.g. to see the doctor, to get drugs, administrative issues etc.
• Ensures that clients are attended to as per first come first serve
• Identifies emergencies and notifies the Nurse/Doctor
• Informs clients about services provided in Lifelink and direct all clients to the different service points
• Notifies relevant staff to attend to clients.
• Follow up clients’ and update / explain to them on what they should expect at any one time
• Makes and follows up appointments for specialists and ensures that both the doctors and patients are aware of their appointment time.
• The Administrative Assistant has the overall responsibility of the front desk, receiving all incoming calls and making all the necessary outgoing calls and records them in our daily phone register, account for air time that has been handed over to him/her during his/her shift.
• Ensure that the reception area and the surrounding environment is clean, organized and tidy
• Ensures that all patients are seated comfortably as they wait to be served

RECORD KEEPING

• Ensure that all clients / patients have registered their presence.
• Ensures confidentiality of all information related to the clients, by not discussing patients ‘private information over the counter and ensuring that only life link staff are handling clients’ medical cards. Not discussing any patient’s medical information over the phone

ACCOUNTING AND BILLING

• Ensures accurate billing of services offered to clients- (All cash clients, for both OPD and walk in clients)
• Have proper accountability for all patients activated during one’s shift.

ADDITIONAL DUTIES

• Receiving incoming documents and forward them to the respective departments
• Reminders to doctors and specialists of their daily duty schedule.
• Ensure all the necessary stationary is available at the beginning of the each and every duty.
• Any other duties that may be assigned by your supervisors

KEY PERFORMANCE INDICATORS

• Awareness of what each client is waiting for.
• Management of the patient queue (Ensuring come first serve for routine cases, prioritizing emergencies, and updating clients where the queue is not being followed)
• Compliance to the customer service standards
• Timeliness of reports
• Completeness of patient billing

REPORTS

• Daily patient attendance report
• Daily Report of patients who were activated but didn’t receive services
• Customer Complaints- Feedback- Daily
• Daily Shift Challenges
• Specialists’ clinics/ attendance Reports

JOB DESCRIPTION DEPUTY HEAD OF NURSING

POSITION: Deputy Head of Nursing

REPORTING TO: Head of Nursing

DUTY STATION: Lifelink Hospital

JOB PURPOSE:

To coordinate and provide direction and guidance to the Nursing department, and being mindful of the uniqueness of the sub departments therein.

EDUCATION AND EXPERIENCE

• Minimum of Diploma in Nursing
• Registered General Nurse with up-to-date License with the Nursing and Midwifery Council (Essential).
• Experience of working as a Nurse in the Independent Sector (Desirable) with more than 3 years working experience including at leadership level
• Training in Management/ Administration
• First Aid at Work Certificate (or willing to do a course)

CORE COMPETENCIES

• Excellent communication skills and ability to build effective working relationships with staff and management at all levels.
• Problem identification, analysis and solving skills
• Leadership skills
• Basic computer skills in Word and Excel.
• To keep abreast of new techniques in identified specialist areas
• Ability to enact policies and procedures
• A comprehensive understanding of the nursing

KEY RESULT INDICATORS

• Stock, Inventory AND equipment Management
• Timely, quality and accurate Reports
• Quality control measures in place and implemented
• Level of staff motivation and satisfaction
• Patient satisfaction

SPECIFIC JOB RESPONSIBILITIES

• Participate in recruitment of staff in the nursing department.
• Participate in annual routine staff appraisal for the nursing departments.
• Training and supervision of new staff and all existing staff for the department.
• Participate in drafting annual reviews of job description related to the nursing department.
• Assess staff performances, mentorship and give feed back to the clinical coordinator and human resource.
• Identify individual/staff training requirements and try to address these needs through organization of seminars, CMEs, among others.

• To identify and recommend innovations and service changes in practice and be responsible for establishing the necessary clinical change.

• Participate in drafting SOPs for the department.
• To ensure standard patient care is maintained by the nursing staff.
• Identify gaps/areas of need within the nursing department, including the challenges and actively get involved in solving these challenges/filling up these gaps.
• Allocate duties and responsibilities to the nursing staff on a regular basis and follow up to ensure that staffs take their responsibilities.
• Organize duty cover weekly, and in cases of absence e.g. sick leaves, annual leaves.
• Plans and organizes staff annual leaves and forwards to HR in-time.
• Make monthly reports for the nursing department as may be required by management.
• Monitor stocks at the different stations (weekly) and utilization of supplies to ensure no misuse/stop wastage.
• To ensure proper record keeping within the nursing department.
• In charge of maintaining working relationships within the nurses, which includes scheduling, and conflict resolution where necessary.
• To initiate and lead discussions within the team which enables the team to take responsibility for solving problems and making decisions.
• To lead, maintain and enhance effective team working.
• To identify team members with specialist interests and support them in acting as a resource for the team.
• Ensure that staffs are following the Job descriptions as given to them.
• Ensure that staff are conforming to the clinic guidelines/rules and regulation.
• To report incidents/accidents as required by the Health & Safety policy
• Creation of an environment and culture that enables the hospital to fulfill its mission by meeting or exceeding its goals, conveying the hospital mission to all nursing staff, holding staff accountable for performance, motivating staff to improve performance and being responsible for the measurement, assessment and continuous improvement of the departments.

JOB DESCRIPTION FOR DISPENSING NURSE

DUTY STATION                   : Lifelink Hospital/ Lifelink Pharmacy

POSITION                             : Dispensing Nurse

REPORTS TO                         : Head of Dispensary/Pharmacist

INTERFACES WITH            : Clinical Coordinator, Administrator, General Manager and team leaders from other departments

EDUCATION, EXPERIENCE & COMPETENCIES

• Diploma or a Certificate in Nursing or Pharmacy from a recognized institution
• At least 1 year of working experience in a medical facility
• Valid practicing license and registration certificate from the Nurses and Midwives council or from Allied Professional Council or Pharmaceutical society with an impressive track record.
• Excellent Verbal and Written Skills
• Problem solving skills
• Medical knowledge
• Ability to use basic computer software.
• Excellent organizational skills required.
• Ability to perform well under pressure.
• Excellent interpersonal skills using the team work concept.
• Careful and analytical approach to work.
• Sympathetic, supportive and professional approach to patients.
• Ability to prioritize tasks
• Able to learn independently.
• Detail oriented
• Possess physical stamina.

MAIN RESPONSIBILITY:

To dispense drugs as required by patients.

INDIVIDUAL ROLES:

• Assessing drug supplies and medical needs of the dispensary/pharmacy
• Making daily dispensary/pharmacy requisitions for drugs from main store which are running out of stock or which are required by patients or other departments served by pharmacy/dispensary.
• Receiving stock into the dispensary/pharmacy by ensuring the right drugs, quality, quantity, and batch are received in addition to other requirements as per national drug authority requirement.
• Ensuring drugs as correctly arranged on shelves according to their classification and FEFO
• Daily dusting of drugs and shelves and clean working environment.
• Daily record of temperature for the cold chain items is done.
• Filling of patient prescriptions both insurance and out patients. Proper filing of insurance forms and ensuring the right drug is given to the right insurance company.
• Giving right drug information to patients while dispensing of drugs including side effects, contraindications, and frequency on when to take medications, precautions to be taken and any relevant information regarding the drugs taken.
• Ensuring all drugs sold out are posted in the system and transfers posted to the different departments served.
• Ensuring drug expiries are checked on a regular basis and every time a prescription is filled for a patient. Items with short expiry to be sorted out and dispensed first.
• Make a daily report on returned drug items, ensure items is returned in system incase not taken and in good shape.
• Monthly stock taking of stock in the dispensary/pharmacy.
• Monitoring of room temperature in dispensary/pharmacy and making adjustment as required.
• Record any adverse effects reported about a drug and report to the pharmacist.
• Ensure drugs and medical supplies tally between the system stock balance and physical balance at all times.
• Any other duties that may be assigned.

JOB DESCRIPTION FOR INSURANCE OFFICER

DUTY STATION:                  Lifelink Hospital, Lifelink Medical Centre

DEPARTMENT:                    Insurance

POSITION:                            Insurance Billing Officer

REPORTS TO:                       Head of Insurance Desk

INTERFACES WITH:            General Manager, Human Resource Manager, Clinical Coordinator and team leaders from other departments

OVERALL PURPOSE

Responsible for receiving, identifying, vetting, verifying and taking all insurance clients through the relevant checks at the point of giving service, ensuring that services offered are within the patient’s limits of cover and bridging all gaps that will otherwise lead to loss of funds by the institution.

JOB REQUIREMENTS

• Minimum of Diploma in Clinical Medicine, Nursing from a recognized OR Bachelor’s Degree in Business Administration or related courses from a recognized institution
• Minimum of 2 years’ experience as an Insurance Officer or in a similar role

CORE COMPETENCIES

• Written and oral communication
• Proficiency in MS Office
• Good Interpersonal skills
• Good Customer care skills
• Observant and detail oriented
• Ability to work under pressure

KEY RESPONSIBILITIES

VETTING

• Ensure patients are covered for services being offered through checking finger prints, card validity and card ownership.
• Ensures patients are treated within their limits of cover
• Ensures that we do not treat expired/ineligible members.

PRE-AUTH SEEKING

• Ensure to seek authorization for procedures, admission, ambulance pickups/drops before the service is provided or given to the patient.
• Ensures documented authorizations from all insurance partners through emails or hand written letters.
• Responsible for attaching approvals on claims before submission to the claims office in Accounts.

CUSTOMER SERVICE/CARE

• Insurance Billing Officer has the responsibility of ensuring that insurance patients are well received, are given all the necessary information relating to their treatment, cover and are smoothly taken through the system (hospital) with minimum setbacks.
• Ensuring good customer care by all the team members

BILLING/SMARTING/TRACKSOLING

• All claims are to be billed using the different billing systems i.e. Tracksol, Smart, AAR, Sancare etc.
• For all claims billed off system a reimbursement should be sent and the authorizing person indicated.

CHECKING CLAIM FORMS

One has to go through the claim forms and see if they were properly billed and if they were fully filled and finalized as follows:

• Claims date
• Employee company /employer
• Employee name
• Patient phone number
• Diagnosis
• Key symptoms
• Proof of authorizations attached
• Services itemized and each billed individually
• Claims billed
• Signature: Patient & Doctor

PREPARATION OF CLAIM FORMS

• All claim forms must be posted and excelled for proper record keeping and reconciling.

OTHERS RESPONSIBILITIES.

• To always make sure that the insurance work stations kept clean and tidy.
• Always account for equipment received from the head of department.
• Attend all insurance team meetings as may be communicated by the head/supervisors.
• Any other duties as may be assigned by the supervisors.

KEY RESULT AREAS

• Accurate billing in HMIS Systems, SMART & claim forms
• Ability to meet timelines and deadlines
• Claims tracking & accountability
• Process compliance
• Pre-authorization
• Relationship management

JOB DESCRIPTION FOR MAINTENANCE OFFICER

JOB TITLE: Maintenance Officer / Cleaner

DEPARTMENT: Security and Maintenance

REPORTS TO: Head of Maintenance & Security

INTERFACES WITH:  Hospital Operations Manager, staff and Team Leaders from other departments.

EDUCATION, EXPERIENCE AND COMPETENCIES

• Experience of not less than 1 year
• Integrity
• Able to work under minimum supervision
• Able to multitask

• Able to work well within a team environment
• Quick on their feet and well organized.

• Good customer service and communication skills.
• Good time management skills
• Self-motivated and result orientated.

DUTIES AND RESPONSIBILITIES:

• Clean all hospital floors and surfaces using defined cleaning methods and procedures and ensure that all service points are kept clean at all times
• Dust, mop and sweep patient rooms, all duty stations and administrative offices
• Clean and disinfect patient’s bathroom and public restrooms
• Refill supplies, such as toilet paper and paper towels in all washrooms in a timely manner
• Collect dirty laundry from patients’ rooms and deliver them to washing areas
• Take and address patients’ complaints regarding housekeeping services
• Empty all waste and dustbins and ensure appropriate disposal of medical waste products according to hospital guidelines
• Wash, iron, fold and store clean hospital linen on a daily basis
• Distribute clean linen and hospital/surgical gowns to the appropriate duty stations
• Maintain adequate stock of cleaning supplies
• Maintain a clean and organized storage area for cleaning equipment and supplies
• Inform the supervisor of any cleaning equipment that may need repair or replacement
• Respond to emergencies in relation to cleaning hospital environment
• Assist in carrying patients if called upon
• Any other duties as may be assigned by supervisor

JOB DESCRIPTION FOR SECURITY OFFICER

JOB TITLE:                            Security Officer

DEPARTMENT:                    Security and Maintenance

REPORTS TO:                       Head of Security and Maintenance

INTERFACES WITH:            Hospital Operations Managers, Team Leaders from other departments and all staff.

JOB REQUIREMENTS

• Minimum of UCE Certificate
• A certificate from a recognized security training institution.

CORE COMPETENCIES

• Must be physically fit
• Have basic computer skills
• Strong interpersonal and verbal communication skills
• Excellent sense of judgment
• Can stay alert at all times
• Attention to detail
• Ability to work under pressure

INDIVIDUAL DUTIES AND RESPONSIBILITIES:

• Welcoming all the guests and all the customers that are coming in to the hospital
• Answering visitor’s questions concerning locations of various offices, rooms, and other areas within the hospital
• Observing the clients and non-clients to make sure we offer help where possible
• Observing and know the hospital staff coming in and going out
• Observing the client who have luggage and advising them not leave it lying around or un attended
• Guiding the hospital clients to make sure they take the right directions
• Observing the admitted clients (inpatients) before they leave, they have to present their discharge form and we must consult from the team to see that the admitted patients have paid their bills and dully discharged

GENERAL SECURITY

• Ensuring that there is peace and calm at the hospital
• Observing that the hospital property is in place and not tempered with or taken away
• Reporting any missing property of the hospital, staff and clients from the hospital to the head of security/maintenance at all times

PARKING

• Monitoring the park yard to see that it’s clear before taking over the shift (no bomb, abandoned car etc.)
• Checking cars and verifying if vehicles are parked in restricted areas, such as fire zones, ambulance entrances or reserved parking spaces
• Mastering the client who have parked to make sure that they do not block each other
• Reporting and raising an alarm if the person picking the car did not park it
• Ensuring that the parking is clean at all times

POWER SUPPLY

• Ensuring that lights are on when it turns dark and off if there is natural light
• Maintaining power backup, generator to make sure the fuel and the water level are as required
• Switching on and off the generator when required
• Cleaning the generator every week