Article Reviews

Job Analysis Documentation for: Front Desk Manager Essay

Posted on

MAJOR WORK DUTIES

Work duties are listed in approximate order of importance.

1.      Schedules & manages a team of front office executives and ensures that the Admissions Desk, Front Office Desk and all the Consultants’ Offices are manned as per the time schedules required to effectively and efficiently deliver and disseminate the information and support required by the visitors coming in to the hospital. (Glueck, 1995)

2.      Guides patients, attendants and visitors to respective destinations within the hospital.

3.      Ensures the waiting time for patients coming in for admissions into the hospital is minimal, while taking care to ensure that the patients in critical condition or acute pain are guided properly to the emergency room.

4.      Makes the announcements over the Public Address system within one minute of request coming in for the announcement.

5.      Ensures the behavior of the team and self is warm, conducive and empathetic to the needs of the people approaching the front desk.

6.      Operates equipment such as computers, printers, Public Address System, Fax.

TYPES OF EQUIPMENT USED

Telephones, fax machines, copiers, printers, laminators, cameras, and computers

WORKING CONDITIONS

Indoors

Environment – controlled

KNOWLEDGES, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS

K1.Knowledge of appropriate etiquette to include greeting, tone of voice, and showing interest and empathy in requests of the visitors, staff and others as needed to respond to them in a polite manner and to represent the hospital in a favorable way.

      Needed for work duties: 4, 5

      Illustrative tasks:

Answers telephonic and personal enquiries about patient status, availability of care givers (doctors), location of care givers

Contacts various internal service and goods providers to ensure availability of various supplies at all the front office desks – main front office desk, admissions desk, and doctors’ receptionists

K2.Knowledge of the rules of English grammar and composition such as spelling, punctuation, and sentence structure as needed to compose grammatically and structurally correct sentences.

      Needed for work duties: 3, 5

      Illustrative tasks:

K3. Knowledge of specific JCI (Joint Commission International for international hospital accreditation) norms and regulations as applicable to Front Office and Admission desks

      Needed for work duties: 3, 5

      Illustrative tasks:

Giving appropriate patient identifiers to different category of patients

Making appropriate coded announcements over the public address system after receiving an alert; For instance if there is a Code Blue alert from level 3, room 308 – announcing Code Blue thrice, followed by alerting ER duty doctor on the phone, then alerting the Nursing Director on the phone, followed by making Code Blue alert twice on the PA system.

K4. Rudimentary knowledge of various disease conditions and being able to assess the seriousness of the situation and if need be take appropriate steps suitable to the situation

      Illustrative tasks:

      When a patient with infectious disease reports – say like tuberculosis – using the information available on the system or using the information provided on the patient registration form quickly isolate the patient and prevent infection spreading possibility by immediately providing face masks to the person.

      When a patient on the advice of the care provider reports for a procedure – assess the pain/discomfort level and direct the patient to the ER (Emergency Room) where necessary.

Needed for work duties: 4, 5

S1. Skill to use multiple lines of communication (like telephones) simultaneously without making the caller feel that they are being made to wait while the call receiver has taken another call.

      Needed for work duties: 3

      Illustrative tasks:

      Answers multiple phones simultaneously

S2. Trouble shoot simple problems with printers and laminators installed at all the front office desks.

Needed for work duties: 3, 4

Illustrative tasks:

Must be able to remove a jammed paper from a printer without waiting for the IT personnel to come in – thereby avoiding making patients wait.

Must be able to quickly connect and disconnect a printer attached to the local computer system.

Must be able to quickly trouble shoot simple problem with the laminators installed at the front office

S3. Must be able to effectively roster al the team members within team

Needed for work duties: 5

Illustrative tasks:

Must be able to accommodate team members ensuring 24 x 7 functioning of all the desks, accommodating for festivals, holidays, leave etc of all the team members especially with a greatly multi-cultured team that is needed for the front office

S4.Must be able to handle various types of irate patients, attendants and other visitors

Needed for work duties: 2, 4

Illustrative tasks:

Must be able to handle patients who tend to get angry to very angry depending on the time they are made to wait before a bed is allotted to them and are moved in. This happens because of the high demand load on the hospital. Doctors typically do not consult the front office teams before they ask the patients to report for hospitalization in case of planned hospitalization.

A1. Ability to complete patient registrations while talking to patients / phone, prepare the patient dossier and dispatch to the admissions room

      Needed for work duties: 1, 5

      Illustrative tasks:

    Enter the registration data into the computer while talking to people who are waiting, laminate the identity card and then put the complete patient dossier together and dispatch it to the admissions room without a break in the continuity of operations at the front desk.

A2.  Ability to listen to others and understand the message they want to convey as needed to effectively communicate with others.

      Needed for work duties: 3, 5

        Illustrative tasks:

      This is a critical ability for the position. Ability to communicate effectively is critical for performing the job.

KSA Rating worksheet:

A
B
KSA #
Knowledge, Skill, or Ability
4
5
K1
Appropriate etiquette, voice intonation and empathy appropriate to situations
3
5
K2
English & grammar
3
4
K3
JCI Norms, guidelines and regulations
4
5
K4
Various disease conditions
3
3
S1
Handle multiple lines of communication
3
4
S2
Troubleshoot equipment at the front desk
5
5
S3
Rostering
2
4
S4
Irate patient handling
1
5
A1
Multitasking
3
5
A2
Effective communication

References

Glueck, I. a. (1995). Human Resource Management. Irwin Publications.

 

Leave a Reply

Your email address will not be published. Required fields are marked *