Receptionist – ( Al Ward PHCC – Taalabeya-Bekaa)

I. Key Duties and Responsibilities

· Answer incoming calls politely, introduce oneself and the centre name, schedule appointments, and refer callers to the appropriate person.

· Provide visitors and callers with requested information and centre service brochures when needed.

· Listen to patient requests professionally, show concern, and avoid complaining.

· Accurately schedule patient follow-up appointments as per physicians’ instructions and record them on both the appointment card and computer system.

· Notify patients by phone of cancelled or rescheduled appointments due to emergencies, in coordination with the responsible nurse.

· Ensure the reception area is ready to welcome patients, with all required medical records and supplies in place, and maintain cleanliness and order.

· Review the appointment schedule (paper or electronic) and prepare the medical files for same-day appointments (for paper-based systems).

· Welcome visitors, have them complete the intake form, and guide them based on their needs.

· Notify the responsible nurse upon a patient’s arrival.

· Open, complete, and file medical records in the archive (if paper-based) + on the system (Phenics), including:

o Creating new files for new families

o Registering family names in the appropriate registry

o Completing files administratively

o Organizing files per the centre’s filing method

· Register patients and document/update their demographic data in paper and electronic files (Phenics).

· Notify the responsible nurse of any emergencies.

· Ensure lab and diagnostic test results requested by physicians are received and added to patients’ files.

· Greet patients, answer their questions, direct them to the waiting area, and notify the assisting nurse for preparation as per the schedule. Accommodate walk-in patients.

· Document medical consultations and services provided to patients in real-time in the system (Phenics) and categorize records properly.

· Adhere to the service fees set by the centre’s administration.

· Make calls to patients on behalf of physicians/nurses for follow-up instructions.

· Call parents to remind them of missed vaccination appointments and schedule new ones, in coordination with the supervising nurse.

· Record physicians’ arrival and departure times.

· Prepare a monthly report including service-based statistics and submit it to the center manager.

II. Qualifications and Requirements Before Starting

· Technical Baccalaureate (BT) in Secretarial Studies, Business Administration, Accounting, or Informatics OR at least a General Baccalaureate (Second Level)

· Minimum of 2 years in a similar role

· Computer skills (e.g., EMR systems, Excel, Word, PowerPoint)

· Good communication skills

· Good organizational skills

· Arabic, English or French