Job Description

Supports the provision of safe, patient and family-focused quality care, assists in the daily functioning of the Physiotherapy department in support of patient care while maintaining confidentiality, supports the successful achievements of Clinic Operations strategic goals, provides ongoing and continuous supervision of all Patient Relation Staff, strives to exceed the service expectations of customers, regularly convey and monitor performance standard with all Patient Relations Staff, ensures that every Patient Relation Staff member has effectively completed and is proficient in iConnect Practice Management System and any other required hospital training programs.

• Ensures attendance by all Patient Relations staff, Information Desk, and Porters at Hospital and Physiotherapy clinic or other educational events as required.
• Participates in Hospital/Department-wide performance improvement activities.
• Ensures a safe working environment through strict compliance with Hospital Policy and Procedures regarding safety, infection and security.
• Develops and evaluates Policies and Procedures in collaboration with the line manager services as required.
• Promotes incident, customer complaint and patient satisfaction survey reporting to improve patient and family care.
• Reviews all incidents, occurrences, and complaints within the department and reports findings as per the Hospital Policy.
• Provides continuous, direct supervision of Patient Relations staff in Physiotherapy Department.
• Maintains a consistent supervisory presence in the physiotherapy clinic.
• Liaises with the Director of Operations services in addressing and "troubleshooting" clinic operational problems as they present themselves on a day-to-day basis.
• Ensures 100% attendance for staff at mandatory in-service.
• Ensures 100% completion of departmental and unit-specific competencies, and continues education program.
• Ensures Patient Relations Executives are keeping reception, discharge, and waiting areas neat, clean and tidy at all the times.
• Ensures 100% of new staff completes a planned, documented departmental orientation.
• Adheres to hospital charging and accounting policies and procedures.
• Ensures ongoing individual performance appraisals are objectively completed for staff members against set criteria.
• Assists with action plans arising from these appraisals as necessary.
• Provides clear feedback to team members in a manner that is conducive to maintaining and improving performance. Counsels and/or disciplines staff when appropriate.
• Provides direct supervision to the Patient Relations Executives organizing and communicating their assignments and responsibilities.
• Ensures Customer Relationship Management (CRM) Requests are attended to in a timely manner and closed on the same day.
• Monitors Press Ganey response rate and ensures the daily rate is not less than (50%), and follow up for the action plan to prevent negative comments from repeating and to increase the response rate.
• Ensures Grooming Standard and Phone etiquette is being followed.
• Ensures the wait lists are cleared on a daily basis.
• Ensures system errors are logged and reported through iService.
• Ensures all Incidents and complaints are recorded in Safe Point.
• Ensures all duplicate files are reported through Safe Point for investigation and migration.
• Allocates the challenges in the area of responsibility, works on the action plan to fix them and escalates it if needed.
• Promotes the effective orientation, precepting and support of new staff. Provides a welcoming work environment for new staff and ensures appropriate preceptors are made available to assist with orientation. Monitors and tracks individual progress.
• Supports the recruitment of staff and encourages and promotes the retention of all staff.
• Establishes and maintain effective administrative process in the unit. Prepares quarterly reports and maintains records of activity and outcomes. Conducts clinic meetings and maintains minutes.
• Organizes iConnect training with new Patient Relations staff. Schedules new staff for training, assigns trainers, monitors progress, and addresses any training deficiencies.
• Organizes and conducts education on Patient Relations, whenever the need arises.
• Liaise with the IT department in addressing and "troubleshooting" iConnect operational issues as they present.
• Monitors cash outstanding/No show/Employer details report on a daily basis. Investigates all accounts of patient walkouts, and late charges entries.
• Provides cashier training to reduce cash outstanding episodes.
• Works collaboratively and effectively with the finance department and other hospital staff to reduce cash outstanding.
• Liaises with the Insurance Department to resolve registration errors.
• Organizes the master schedule of all Patient Relations staff to ensure adequate coverage of the clinics.
• Reassigns Patient Relations Executives to cover clinic areas in times of illness or vacations in collaboration with the floor leaders under the supervision of the line manager of clinic operation.
• Participates in the interview of the new Patient Relations Executive.
• Ensures that all Patient Relations Staff are proficient in "Down Time Procedure".
• Performs all duties and tasks as per the hospital Code of Conduct and in line with the hospital's Vision and Mission.
• Remains professional at all times and is not involved in any out-of-committee/department discussion regarding policies, data and information obtained within the department and as part of assigned duties.
• Accepts additional duties, within the scope of practice in periods of higher workload, and needs and as assigned by the line manager.
• Maintains regular working hours as per the employee contract.
• Adheres to the hospital values as per the C-I Care Program.
• Promotes and participates in departmental teamwork.
• Promotes a "blame-free" culture of transparency with a friendly and open working environment for all employees.

• Bachelor's Degree in Business Administration
• Preferably five (5) years of experience out of which two (2) years are in supervising staff.
• Experience within a Physiotherapy or Rehabilitation department is required.
• Advanced level in Microsoft Office (Word, Outlook, Excel, PowerPoint, etc.)
• Exposure to/experience with customer service principles
• Excellent English verbal/written communication skills
• Computer literacy (in Cerner System) and efficiency
• Comprehensive knowledge of hospital services

• Adequate knowledge of Medical Terminology