Patient Relations Executive – (IC046)

Levels- 1

Theme – Routine Practical Judgement

WL Titles – Core Operations

Levels Descriptors

– Routine-

– Frontline-

– Operational-

– * NB: Supervisors/Team Leads monitoring Level 1 staff performance and training are also included in Level 1- –

Typical Roles

– Front Line/ Clerical Staff/ Team Leaders/ Supervisors

Possible Bands – 1 to 5

Accountabilities

Core Accountabilities

– The tasks of the role-holder are prescribed in written routines, processes or procedures.-

– Typically the work involves concrete tasks, where the role-holder is required to focus on one at a time.-

– Where processes are not functioning properly or opportunities are perceived for improvement, the role-holder is expected to report back to higher management before taking action.

Resource Complexity

– The output of the role-holder is constrained by the availability of tools, equipment and raw materials.-

– The technical knowledge of the role-holder is limited to the immediate area in which they are working.-

– The role-holder is responsible for the use of only the equipment and systems used to do their own role and only their own time in performing their role

Problem Solving

– All problems faced by the role-holder are concrete and occur regularly.-

– Problems are addressed using methods learned previously and are often overcome by direct trial and error.-

– Often the role-holder is provided with guidelines, routines or procedures to solve most of the problems encountered.

Discretionary Authority

– The role-holder is required to be watchful of minor changes or variations in processes in which they are involved and to make suggestions for improvement to their line manager.-

– Most of the changes faced are driven by others at a higher level.-

– The role-holder is rarely required to initiate process or procedural change themselves.

Internal Collaboration

– The role-holder is often able to perform the role largely without collaborating with others.-

– Where collaboration is required it is with other front-line colleagues often in the same location and often in close proximity.-

– Collaboration is mainly for the purpose of co-ordinating inputs to a fixed process.

External Interaction

– The role-holder is either able to perform the role without external interaction or is required directly to interface with customers personally or remotely.-

– Any other external contacts are routine in nature.

Time Span of Discretion

– One day to three months

Responsibilities

Front desk duties Handle registrations, schedule appointments and collect payments.

Respond to patients’ needs, requests and concerns as appropriate; investigate and/or channel complaints or problems to appropriate Clinic staff; assist in resolving conflicts and act as an intermediary between patients, families and staff.

Experience 1-3 years preferably in a healthcare setup

Qualification: Bachelor’s Degree

Skills: Good team player with excellent Customer services skills.: