Customer Service

Job Description

About the Job

The Customer Service/Physician Attendant at Teklehaimanot General Hospital serves as the first point of contact, ensuring a smooth, safe, and welcoming experience for every patient. This full-time position is ideal for a service-oriented professional who thrives in a fast-paced clinical environment. The Attendant is responsible for providing front-desk support, assisting physicians with patient preparation, and managing appointment schedules to ensure efficiency. The role requires a strong commitment to patient confidentiality and service excellence, helping ensure optimal patient care and satisfaction from check-in through follow-up.

Key Responsibilities

• Patient Greeting and Check-in: Welcome patients and visitors, manage check-in and check-out procedures, and maintain a friendly and professional reception environment.
• Communication: Answer and screen incoming phone calls, retrieve voicemails, and relay clear and accurate messages to clinical staff.
• Scheduling and Registration: Schedule appointments, pre-register patients, and verify insurance coverage when required.
• Patient Navigation: Provide directions, escort patients to examination rooms or other departments, and assist with wheelchair transportation to ensure patient safety and comfort.
• Administrative Support: Perform clerical duties, including data entry into the Electronic Medical Record (EMR) system, document management, and maintaining an organized front-office area.
• Patient Preparation: Assist patients in examination rooms, record medical histories and current medications, confirm the purpose of visits, and enter relevant information into the EMR system.
• Clinical Support: Assist with basic clinical procedures as needed, such as measuring blood pressure, temperature, and pulse, and performing basic vision or muscle-function checks when appropriate to the specialty and within the scope of training.
• Patient Flow Management: Coordinate appointment schedules to support smooth clinic operations and minimize unnecessary delays for patients and physicians.
• Equipment and Supplies: Assist with the cleaning, sterilization, and preparation of medical instruments and equipment in accordance with hospital procedures.
• Specimen Handling: Collect and transport specimens, reports, and requisitions between departments when assigned and appropriately trained.
• Patient Support and Follow-up: Provide individualized patient assistance, communicate timely status updates, and support effective follow-up communication throughout the patient journey.
• Record-Keeping and Compliance: Maintain accurate patient records and follow hospital policies, applicable regulations, and confidentiality requirements.
• Patient Feedback: Collect and help implement patient feedback through surveys, comment cards, or direct conversations to improve the check-in, waiting-room, and follow-up experience.

Qualifications and Requirements

• Education: Qualified from a recognized higher education institution in Marketing Management.
• Experience: Minimum of one (1) year of experience in a customer service role, preferably in a busy and confidential environment such as healthcare.

Required Skills and Competencies

• Customer Service: A professional, patient-focused attitude and the ability to remain courteous under pressure.
• Computer Literacy: Proficiency in Electronic Medical Record (EMR) systems, Microsoft Office applications (Word, Excel, and Outlook), and other office equipment.
• Communication: Excellent verbal and written communication and interpersonal skills.