JOB DESCRIPTION

Medical Receptionist

Work Location: In person – Johannesburg, South Africa

POSITION PURPOSE The Medical Receptionist serves as the first point of contact for patients, visitors, and referral sources at Dr. Brown's Hair Restoration Clinic Sandton (Pty) Ltd. Responsible for delivering exceptional customer service while managing appointment scheduling, patient administration, switchboard operations, and front-desk activities.

The Medical Receptionist plays a critical role in ensuring a seamless patient experience throughout the hair restoration journey, maintaining accurate patient records, supporting clinical operations, and upholding the highest standards of confidentiality, professionalism, and patient care.

KEY RESPONSIBILITIES

Reception and Patient Services

• Welcome patients and visitors in a professional, courteous, and friendly manner.
• Manage incoming telephone calls, emails, WhatsApp enquiries, and website-generated leads.
• Provide information regarding consultations, hair restoration procedures, treatment options, and clinic services within approved guidelines.
• Ensure a positive patient experience by responding promptly to enquiries and addressing concerns professionally.
• Maintain a professional and welcoming reception area at all times.

Appointment and Diary Management

• Schedule, confirm, amend, and coordinate consultations, procedures, treatments, and follow-up appointments.
• Optimize practitioner schedules and treatment room utilization.
• Send appointment reminders and follow up on cancellations, no-shows, and rescheduling requests.
• Coordinate patient flow to minimize waiting times and ensure efficient clinic operations.

Patient Administration

• Register new patients and maintain accurate patient records within the clinic management system.
• Capture, update, and verify demographic, medical aid, and financial information.
• Ensure all required consent forms and patient documentation are completed and securely stored.
• File, scan, retrieve, and manage patient records in accordance with clinic policies and regulatory requirements.

Billing and Financial Administration

• Process consultation fees, treatment deposits, and patient payments accurately.
• Generate invoices, receipts, quotations, and treatment plans as required.
• Assist patients with medical aid and payment-related enquiries.
• Reconcile daily receipts and maintain accurate financial records in line with clinic procedures.

Compliance and Confidentiality

• Maintain strict confidentiality of all patient, medical, and financial information.
• Ensure compliance with the Protection of Personal Information Act (POPIA) and all applicable healthcare regulations.
• Follow clinic policies, procedures, and quality standards at all times.
• Report administrative, operational, or compliance concerns to management promptly.

Administrative Support

• Assist clinicians and management with administrative tasks and reporting requirements.
• Maintain office supplies and reception resources.
• Support marketing initiatives by managing patient enquiries and lead tracking systems.
• Contribute to continuous improvement initiatives and operational efficiency.

Team Contribution

• Collaborate effectively with clinical and administrative staff.
• Support a culture of professionalism, accountability, and exceptional patient service.
• Perform additional duties reasonably related to the role as required by management.

MINIMUM REQUIREMENTS

Education

• Grade 12 (Matric) essential.
• Certificate or Diploma in Office Administration, Medical Administration, Reception Management, or a related field preferred.

Experience

• Minimum 2 years' experience as a Medical Receptionist, Healthcare Administrator, or Front Desk Coordinator within a healthcare, medical, aesthetic, dermatology, cosmetic, or specialist practice environment.
• Experience using medical practice management systems is advantageous.
• Experience in a private healthcare or aesthetic clinic environment is highly desirable.

Knowledge

• Understanding of medical reception and healthcare administration processes.
• Knowledge of South African medical aid processes and patient billing practices advantageous.
• Working knowledge of POPIA and patient confidentiality requirements.
• Familiarity with hair restoration, cosmetic, dermatology, or aesthetic healthcare environments is advantageous.

Skills and Competencies

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Professional telephone etiquette.
• Strong organizational and time-management skills.
• High level of accuracy and attention to detail.
• Ability to multitask and prioritize effectively.
• Strong administrative and record-keeping abilities.
• Proficiency in Microsoft Office Suite and clinic management software.
• Ability to handle sensitive and confidential information with discretion.
• Professional appearance and demeanor.

WORK ENVIRONMENT The role is performed primarily within a private specialist medical and hair restoration clinic environment. Daily interactions with patients seeking medical and aesthetic treatments and must maintain a professional, compassionate, and patient-focused approach at all times. The position requires adherence to health and safety standards, infection prevention protocols, and clinic operational procedures.