COORDINATOR (RECEPTION)

Description

SUMMARY OF THE POSITION Responsible for coordinating reception and call center activities through team management, organization of service workflows, monitoring of performance indicators, and process standardization, ensuring service quality, operational efficiency, and excellence in customer care. Collaborates with clinical, administrative, and support departments to implement initiatives focused on team development, continuous process improvement, patient experience enhancement, and compliance with institutional standards, quality, and safety requirements. RESPONSIBILITIES Supervise clinic opening and closing procedures by monitoring the institutional checklist and adherence to internal protocols, ensuring organizational order, security, and proper operational functionality. Plan, organize, and monitor staff work schedules, coverage for absences, and team movements, considering operational demand and employee availability for weekend, holiday, and departmental routine shifts, thereby ensuring service continuity, efficiency, and appropriate operational functioning. Plan and monitor team activities by distributing tasks and defining departmental priorities, ensuring process optimization and achievement of established goals. Coordinate and monitor reception and call center services by overseeing operational routines, service workflows, performance indicators, waiting times, call volume, and service quality, ensuring operational efficiency, continuous improvement, and excellence in customer experience. Coordinate people management activities within the department by conducting training sessions, onboarding new employees, providing feedback, performing performance/experience evaluations, and monitoring team members, thereby ensuring professional development, engagement, and smooth operational functioning. Guide and monitor staff timekeeping records and manage the hour bank by verifying and monitoring working hours, ensuring compliance with internal policies and applicable labor legislation. Manage conflicts, complaints, and feedback from patients, companions, and staff by mediating critical situations, practicing active listening, and aligning actions across involved departments, ensuring effective resolution, humane service delivery, and customer satisfaction. Guide and monitor staff in observing patients during their stay at reception and in promptly notifying nursing staff in cases of discomfort, ensuring timely response and patient safety. Supervise patient safety and risk management activities by implementing institutional protocols, participating in Patient Safety Nucleus meetings, and guiding staff on appropriate clinical conduct at reception, ensuring patient safety and service quality. Coordinate the dispatch of patient materials to laboratories according to medical requests and established procedures, ensuring accurate analysis and support for clinical diagnosis. Arrange for special prescription pads and thalidomide prescriptions through GRS as needed and in accordance with legal requirements, ensuring continuity and regulatory compliance of medical services. Supervise quality processes in the Reception and Call Center departments by developing, reviewing, and publishing Standard Operating Procedures (SOPs), monitoring internal and external audits, ensuring compliance with institutional standards, and responding to Quality Management requests, thereby guaranteeing conformity, standardization, and continuous process improvement. Propose and implement improvements to departmental processes and routines through analysis of optimization opportunities and identification of operational risks, ensuring greater efficiency, safety, and service quality. Request building maintenance, IT support, corrective interventions, and facility upgrades by registering and tracking requests via the available module in the Oncominas System, ensuring proper functioning of infrastructure and equipment.