Médecins Sans Frontièrès - Belgium (MSF - Belgium) in Giza is recruiting a
FRONT DESK OFFICER
Médecins Sans Frontièrès (MSF – Doctors without Borders) is an international, independent, medical humanitarian organization that delivers emergency aid to people affected by armed conflict, epidemics, natural disasters and exclusion from healthcare. MSF offers assistance to people based on need, irrespective of race, religion, gender or political affiliation. MSF is therefore guided by the principles of neutrality and impartiality. These principles must apply to all MSF staff.
- Main Purpose
|
| |
Contribute to the provision of quality and cultural sensitive services by facilitating the relation between patients and the care providers in all matters concerning the patient flow. Ensure access to care by effective and patient-centered managing the front gate, patient enquiries and appointment booking of new assessment. Carrying out medical data collection and entry activities into the mission database recording all relevant clinical and demographic data on patients and ensuring data quality/reliability/confidentiality according to MSF protocols. |
| Accountabilities |
| |
- Performing data entry of all epidemiological information into select databases program and creating appropriate reports, providing data for project development purposes.
- Ensuring that all data entered has been authorized and that appropriate documentation has been received (patient records, treatment monitoring, etc.). Ensuring that all data entry processes occur in a timely and efficient manner.
- Ensuring all data collected and entered to databases is consistently accurate and complete. Being responsible for ensuring that quality control queries of the database are followed up, ensuring identification of data entry errors and corrections. Immediately reporting to the supervisor, any anomalies in the database
- Filing documents according to MSF standards
- Communicating regularly with the HCW’s, assisting in the (re) training, when necessary, on proper registration of patients, proper filling of the various forms, clarifying queries, obtaining missing information and correcting errors, ensuring they have ongoing sufficient supplies of necessary hardcopy data collection forms.
- Assisting in the compilation and preparation of regular reports and providing detailed information to medical and laboratory teams (weekly, monthly, according to patient treatment requirements)..
|
| MSF Section/Context Specific Accountabilities |
REGISTRATION - Operate the reception telephone, making out-going calls to patients regarding scheduled appointments and respond to incoming calls, flag any urgent or emergency mental health or medical vulnerabilities and flag to supervisor, management or focal point.
- Conduct standardized intake interviews with patients to collect basic demographical information, demonstrate effective communication skills, minimizing any risk of distress.
- In the case of delay or cancellation, ensure rescheduling is carried out in the best interest of patients, sharing important aspects of the beneficiary’s social and cultural background where necessary (e.g. lack of childcare, cultural differences in the understanding of time.)
PATIENT FLOW - Ensure good flow of patients by ensuring timely check-in, following-up and acting-upon any appointment delays, and liaising with the relevant departments. Provide clear information and explanation to patients in order to ensure positive relations and to mitigate any risk of frustration
- In collaboration with clinical supervisors and managers, organize and oversee the appointment booking of new assessment appointments, according to the multi-disciplinary team (MDT) schedule.
EMR – MEDICAL FILE MANAGEMENT - Identify patients and register their administrative details on the Electronic Medical Record (EMR) system with accuracy and respecting confidentiality.
- Create and update patients’ profiles in the clinic Electronic Medical Record (EMR) system according to MSF protocols.
- Be a responsible gatekeeper of patient information on the Electronic Medical Record (EMR) system, safeguarding patient information by restricting unwarranted access; performing best practice of confidentiality protocols.
- Provide operational support to the filing room if and when necessary.
PATIENT CARE AND CROWD CONTROL - Actively monitor the waiting area to identify any threat of aggressive, agitated or risky behavior, flag quickly any sensitive cases to management / relevant focal points. Be ready to initially respond to patient agitation in a calm, professional manner before management or the relevant focal points arrive.
- Listen to and be the first line of response to patient enquiries and complaints; report complaints, incidents and problems to supervisors or managers.
- Identify and report barriers impairing fairness and equality, advocate in the best interest of patients’ by indicating identify areas for operational improvement on the topic of triage, patient flow and patient communication.
- Contribute to the provision of quality and cultural sensitive services, facilitating the relation between patients and the care providers involved in medical consultations, mental health sessions (individual and group).
TRANSPORTATION MONEY - Open and close advances of transportation money with the Cashier, ensuring proper documentation and safe depositing during opening and closing hours.
- Provide transportation reimbursement for the patients according to the zone he/she lives in
|
|
EducationEssential, higher education with proven computer literacy, degree in Information and Technology (IT) or mathematics field, desirable ExperienceMinimum 2 years work experience in data entry/analysisPrevious experience in working in a clinic or NGO setting focused on vulnerable groups and/or migrants. LanguagesKnowledge: Mission language (Arabic and English essential). Other languages from Somalia, Eritrea, Sudan, South Sudan, Ethiopia desirable Essential computer literacy (word, excel & internet) CompetenciesUnderstand and commit to MSF principles, follow MSF protocols.Capacity to acknowledge, respect and integrate cultural differences.Good communication and problem-solving skillsFlexibility: ability to adopt to changing circumstances, contexts, tasks, responsibilities and peopleAccept and be able to work in a multicultural, multinational and multidiscipline environment.Ability to work in a teamManage own stress and ability to handle stressful situations at the workplace Working hours: Full time 8:30am – 5:00pm, Full Time, Fixed term contractApplicationThe interested candidates should submit their applications before the 17/03/2025 at 3:00 PM with the updated CV, motivation letter, including references details and with supporting documents (certificates, etc.)The reference “FRONT DESK OFFICER” must be stated on the application to be valid. If you do not clearly state the position for which you are applying & attach the required diploma & other supporting documents, your application may not be considered.Only shortlisted candidates will be contacted. Please note that MSF does not reimburse transportation costs if applicants are asked for an interview or a test.MSF does not charge a fee at any stage of its recruitment process. All applications are free for all candidates, and no one should require any payment or compensation during the recruitment process. May the candidate be asked for any fee, he/she must report to MSF Human Resources through the recruitment contact