Customer Care Assistant (Manchester, Jamaica) - Mandeville Regional Hospital

The Southern Regional Health Authority (SRHA), a Statutory Body under the Ministry of Health & Wellness responsible for the management and operation of Public Health Services within the Parishes of Clarendon, Manchester and St. Elizabeth, invites applications from suitably qualified persons for the following position at the Mandeville Regional Hospital: CUSTOMER CARE ASSISTANT (GMG/AM 1) Vacant (Salary range $1, 272,269 – $1,711,060 per annum and any allowance(s) attached to the post).

Job Summary:
Under the direct supervision of the Administrative Assistant, the Customer Care Assistant is responsible to provide frontline service at the hospital in accordance with established standards. This position provides a medium through which relations between internal and external clients are realized in keeping with service level agreement and the Government of Jamaica Citizens Charter.

Qualifications and Experience:

• Four (4) GCE O’Level, CXC subjects at the standard acceptable grades inclusive of English Language and Mathematics
• Training in Customer Service and Emotional Intelligence

Required Knowledge, Skills & Competencies:

• Excellent interpersonal and customer service skills
• Good hearing and listening skills
• Patient and possesses a pleasing personality
• Well-developed human relations skills
• Good knowledge of telephone procedures
• Good knowledge of mission, roles, responsibilities of the organization and services offered
• Knowledge of reference materials and telephone files

Key responsibilities will include:

• Greeting and interacting with patients/relatives and visitors to the Hospital.
• Using the buzzer system to let in and out clients when they access the Administrative building.
• Assisting with the distribution of stationary as per procedure.
• Assisting with copying documents for clients.
• Collecting personal documents and information from clients and log onto the prescribed forms and systems.
• Assigning patient number to client, distributing patient services card and referring to triage nurse for the completion of vital signs.
• Logging patients in the order in which they arrive and referring special cases to the Triage Nurse for action.
• Remaining calm and enthusiastic at all times.
• Referring to the patient by his/her name after it is asked for and given to you.
• Listening keenly and carefully to patients.
• Displaying compassionate supports to all patients regardless of their situation.
• Reporting serious challenges to your Supervisor in a timely manner.
• Referring patients showing signs of deteriorating health and/or excruciating pain to clinical personnel for intervention.
• Monitoring waiting time of patients in assigned areas and intervening where possible.
• Communicating to the patients as to the modus operandi of the assigned area as it relates to how patients are seen.
• Keeping patients informed of possible causes of extended waiting hours as directed.
• Disseminating questionnaires to soliciting feedback on the services offered.
• Influencing customer service interaction by displaying and maintaining professionalism and courtesy to all.
• Communicating relevant information; providing correct and adequate responses to questions and queries and direct clients to respective service areas in the Hospital.
• Logging client complaints and refer for the appropriate resolution.

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• The incumbent will be required to work in a hospital environment beyond normal hours when the need arises.
• Latitude to rotate within the Customer Service Unit which operates on a three-shift system.

Applications along with resume should be sent no later than March 11, 2024 to:

Senior Human Resource Officer,

Mandeville Regional Hospital,
32 Hargreaves Avenue,
Mandeville P.O., Manchester.

FAX (876) 625-8493

E-Mail – mrhpersonnel32@gmail.com

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED.

Health Records Technician (Mandeville, Manchester, Jamaica) - Mandeville Regional Hospital

The Southern Regional Health Authority (SRHA), a Statutory Body under the Ministry of Health & Wellness responsible for the management and operation of Public Health Services within the Parishes of Clarendon, Manchester and St. Elizabeth, invites applications from suitably qualified persons for the following position at the Mandeville Regional Hospital:

HEALTH RECORDS TECHNICIAN (HTAC/HRT 2)

Two (2) Vacant Positions

(Salary range $ 2,585,526 - $ 3,073,378 per annum plus any allowance (s) attached to the post).

Job Purpose

Under the direct supervision of the Health Records Administrator, the incumbent has the responsibility to perform health records services in secondary health care facilities in one of the main areas of the Health Records Department: Medico-Legal, File Room, Statistics, Medical Data, Classification (Coding), Wards, Death Registry, Registration, Accident & Emergency, Outpatients, Admission, Discharge.

Qualification and Experience

• Associate Science Degree in Health Information Technology or Certificates in Health Records and Statistics Level 11 and Level I
• Three (3) years full-time progressive experience in work related to the preparation and maintenance of health records and health statistics. One of which should be at supervisory level.

OR

• Any equivalent combination of education and experience.
• Certificate in Supervisory Management

Specific Knowledge and Required Skills

• Ability to analyze statistical reports and make recommendations
• Skills in Interpersonal Communication
• Skills in Conflict Resolution
• Ability to direct the activities of personnel and local programmes
• Skills in Human Resource Management
• Knowledge of Health Information Management
• Knowledge of Health Information Systems
• Knowledge of the methods, procedures, practices, rules and regulation related of health data collection
• Knowledge of Medical Terminology
• Knowledge of Computer Applications

Key Responsibilities will include:

Technical/Professional

• Collecting Daily inpatient Census and ensure information is correct
• Ensuring all admission and discharge patients name are entered on census
• Checking names of patients transferred or admitted but not entered in Register.
• Checking the records of all discharge patients to ensure all are entered on the census
• Transcribing information form Daily Inpatient Census on daily summary (Tally) Sheet
• Summarizing all information and enter same on HMSR forms.
• Collecting all discharge patient files after the Quantitative and Qualitative analysis is completed.
• Preparing discharge activity control list
• Using ICD coding manuals to assign an internationally accepted code to both diagnosis and procedures
• Writing codes in the provided section of patient’s record
• Completing Medical Case Abstract Form indicating diagnosis, procedures, assigned codes, record number and admission and discharge dates.
• Collecting completed application forms from Police Officer
• Locating relevant patient’s record
• Issuing form to the Police Officer and ensure signature is received and ID presented.
• Collecting letters of request from patients, Attorneys, Insurance Companies, Court, Immigration Bodies or High Commissions and other authorize agents.
• Ensuring that patient’s signs consent for release of information to requesting body.
• Completing death register.
• Notifying Pathologist of post mortems to be conducted.
• Ensuring completion of authorized forms for release and disposal of bodies.
• Ensuring the proper and timely completion of the Medical Certificate of Cause of Death Form from the Medical Officer.
• Developing and maintaining an efficient and accurate standardized filing system for filing and retrieval of medical records.
• Protecting the security of the health records to ensure confidentiality is maintained
• Ensuring files are protected.
• Completing inpatient census and head count of each patient admitted on the wards.
• Assisting the clinicians by ensuring the proper maintenance of health records for inpatients.

Special Conditions Associated with the Job:

• May require the movement of items weighing up to 15kg with and without the use of mechanical aids;
• High levels of concentration required to ensure reliable results/service and safe product to clients;
• Daily exposure in a controlled environment to contained and uncontained blood samples/donations, potentially infected material and contaminated equipment;
• Daily exposure to low temperatures, working with refrigerators or walk-in cold rooms;
• The handling of hazardous chemicals and materials;
• Appropriate inactivation, storage and or disposal of infectious blood or tissue materials;
• Required to be on stand-by for emergency duties and to work beyond normal working hours, whenever the need arises.

Applications along with resume should be sent no later than February 06, 2024 to:

Senior Human Resource Officer,
Mandeville Regional Hospital,
32 Hargreaves Avenue,
Mandeville P.O., Manchester,
FAX (876) 625-8493.
E-Mail – mrhpersonnel32@gmail.com

NB. ONLY SHORTLISTED APPLICANTS WILL BE ACKNOWLEDGED.