Job description of the senior administrator of the medical center. Job description of the senior administrator of the clinic

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Job Responsibilities of a Medical Center Administrator.

I approve

________________________________ (Surname, initials)

(name of the institution, its ________________________

organizational and legal form) (director; other person

authorized to approve

job description)

JOB DESCRIPTION

MEDICAL CENTER ADMINISTRATOR

______________________________________________

(name of institution)

00.00.201_ #00

I. General provisions

1.1. This job description defines the job duties, rights and responsibilities of the administrator of the medical center _____________________ (hereinafter referred to as the "enterprise").

Institution name

1.2. A person with a higher or specialized secondary education is appointed to the position of administrator of a medical center.

1.3. Appointment to the post of administrator of the medical center and dismissal from it is carried out in accordance with the procedure established by the current labor legislation by order of the head of the healthcare institution.

1.4. The administrator of the medical center reports directly to _____________________

(Head of Department,

Deputy Chief Physician

chief physician)

1.5. The administrator of the medical center should know:

Laws of the Russian Federation and other regulatory legal acts regulating the activities of healthcare institutions;

Current regulatory and methodological documents regulating the rules of office work and documentation;

Directions of activity of the enterprise and its structure;

The main services of the medical institution, including the price list and the technologies used;

Fundamentals of nosology;

Name and position of the staff of the medical institution;

Distribution of duties between employees of the enterprise;

Rules for conducting telephone conversations and receiving visitors;

Service etiquette and rules of subordination;

Office equipment, communication facilities and cash register, as well as specialized computer programs;

Rules for compiling and maintaining reports of a medical institution, forms of accounting documents.

1.6. During the absence of the administrator of the medical center (business trip, vacation, illness, etc.), his duties are performed in the prescribed manner by an appointed person who is fully responsible for their proper performance.

II. Responsibilities

Medical Center Administrator:

2.1. Answers incoming calls to a medical facility in accordance with the rules of telephone conversations

2.2. Starts a medical record for a patient who first visited a medical facility before the start of the initial consultation

2.3. Concludes an agreement with patients visiting a medical facility for the first time. The contract is filled in 2 copies: one is handed over to the patient; the other is pasted into the patient's medical record.

2.4. Invite the Patient to sit down and wait for the doctor to invite the Patient to come into the office

2.5. Notify the doctor about the arrival of the next patient

2.6. Coordinates the passage of patients to the medical facility

2.7. Records patients for primary and secondary treatment according to the established temporary rules for admission of patients. In the case of an appointment with two specialists, the appointment is made with the assistance of the attending physician.

2.8. Records primary patients in the schedule of appointments for consultations using specialized software.

2.9. Strive to minimize downtime in the doctor's schedule by keeping a tight record and filling the resulting downtime with calls from patients of various categories.

2.10. Conducts telephone conversations with patients with the aim of inviting for preventive examination of patients who applied for services to a medical institution, as well as calling patients who have not completed the full course of treatment.

2.11. Conducts telephone conversations with patients in order to confirm the patient's appointment with a doctor. Confirmation of the appointment is carried out the day before the patient's appointment (in the evening from 16.00 to 20.00)

2.13. Maintains an electronic register of insurance patients.

2.14. Collect cards of patients scheduled to see a doctor the next day. Card selection is carried out daily in the evening from 16-00 to 18-00 hours

2.15. Organizes the exchange of necessary information within the staff of the medical institution.

2.16. Carries out the calculation of patients with the issuance of checks to them.

2.17. Controls the safety of documents and cash registers

2.18. Attends meetings of administrators at the time specified by the management of the enterprise

2.19. Controls the cleanliness and order in the lobby, porch and corridors of the medical institution.

2.20. Comes to work early before clinic starts.

2.21. Complies with safety regulations and industrial sanitation.

III. The rights

The administrator of the medical center has the right:

3.1. Make proposals to the management of the enterprise on the optimization and improvement of medical and social assistance, including on issues of their work activities.

3.2. Require the management of the institution to assist in the performance of their duties and rights.

3.3. Receive information from the company's specialists necessary for the effective performance of their duties.

3.4. Enjoy labor rights in accordance with the Labor Code of the Russian Federation

III. Responsibility

The Health Center Administrator is responsible for:

4.1. For the proper and timely performance of the duties assigned to him, provided for in this job description

4.2. For the organization of their work and the qualified execution of orders, orders and instructions from the management of the enterprise.

4.3. To ensure that subordinate employees comply with their duties.

4.4. For non-compliance with internal regulations and safety regulations.

For offenses or omissions committed in the course of therapeutic measures; for errors in the process of carrying out their activities, which entailed serious consequences for the health and life of the patient; as well as for violation of labor discipline, legislative and regulatory legal acts, the administrator of the medical center may be held in accordance with the current legislation, depending on the severity of the misconduct, to disciplinary, material, administrative and criminal liability.

For the proper and timely performance of the duties assigned to him, provided for by this job description.

For the organization of their work and the qualified execution of orders and instructions from the management.

For non-compliance with internal regulations and safety regulations.

For offenses or omissions committed in the course of therapeutic measures; for errors in the process of carrying out their activities, which entailed serious consequences for the health and life of the patient; as well as for violation of labor discipline, legislative and regulatory legal acts.

Administrator Responsibility

The administrator bears disciplinary and financial responsibility for:

Violation of the current legislation of the Russian Federation in the preparation of documents.

Failure to maintain the confidentiality of proprietary information.

Violation of official subordination.

Violation of labor regulations, this job description and other internal documents.

Use of one's official position for personal purposes.

Failure to comply with internal regulations and safety regulations.

For offenses or omissions committed in the course of therapeutic measures; for errors in the process of carrying out their activities, which entailed serious consequences for the health and life of the patient; as well as for violation of labor discipline, legislative and regulatory legal acts, the administrator of a dental clinic may be held in accordance with applicable law, depending on the severity of the misconduct, to disciplinary, material, administrative and criminal liability.

Relationships

Administrator interacts:

With the doctors of the Clinic and nurses (assistant) on the reception of patients.

Subordination

The administrator submits and executes orders:

Clinic directors;

Incentive measures disciplinary and financial penalties

The incentives are:

Awarding a valuable gift;

cash prize;

Disciplinary sanctions are:

A warning;

Rebuke;

Dismissal.

The financial rewards are

Reimbursement (full or partial),

Withholding the cost of material damage to the clinic due to the fault of the employee.

Incentives, disciplinary and financial penalties are announced by order of the Director and brought to the attention of the employee against receipt.

Appearance standards

Dress

Badge is required

Wearing the entered uniform: two days one dress, two days another

Forbidden

Wearing dark tights under the dress

Sports shoes in bright colors

Shoes must be

Classic closed shoes with or without low heels in white

Forbidden:

Sport shoes;

Non-classic colored shoes;

Open sandals (except for hot weather);

Shoes with high heels.

Hairstyle

Hair well-groomed, neatly laid;

Long hair must be pinned up.

Forbidden:

Bright, unnatural hair color;

Sloppy, unkempt appearance;

Loose long hair.

Forbidden:

Bright shadows, bright lipstick, bright blush, "fat" eyeliner.

Complete lack of makeup (unkempt appearance);

Heavy, pungent perfume smell.

Accessories

Forbidden:

Wear seals, thick gold or silver chains and other jewelry that will stand out from the crowd.

Rules for communicating with patients

Serve Customersquality and courtesy

In Russia, already these simple rules for treating customers will seriously stand out for the better compared to 80% of competitors.

Admin Behavior Rules

1. Smile! Smile sincerely for each patient.

The smile of the administrator makes the patient feel needed and significant.

2. Greet each patient.

3.Care and help patients. The most important duty of the administrator of dentistry is to provide assistance and high service to patients. Always strive to help any patient as much as possible.

4.Order and cleanliness in everything. The workplace of the administrator, the hall should always be in order and clean.

5. Conduct conversations only on business in the presence of the patient. Any extraneous conversation is a sign of disrespect for the patient.

6. Be discreet when speaking with clinic staff, especially in the presence of patients.

7. Irritation of the patient. Reassure the patient if he is irritated. In case of objection or irritation of the patient:

First, agree and recognize the patient's right to think exactly as he said - "Yes, I agree that this situation is very unpleasant and you are right that ......" (in this way you "cool down" the patient's negative emotions),

8. Never drink or eat in front of patients.

Greeting and greeting the patient

Stand up and smile sincerely. This is very important and shows great respect for the client.

Say hello and introduce yourself "Hello, glad to see you in our clinic, administrator ...... Name."

If necessary, help hang clothes or provide any adequate assistance that demonstrates your sincere and respectful attitude towards the patient. If the patient's hands are full, help him open the door.

Address the patient by their first name.

This manual has been translated automatically. Please note that automatic translation does not provide 100% accuracy, so there may be minor translation errors in the text.

Instructions for the position " senior administrator", presented on the website, complies with the requirements of the document - "DIRECTORY of qualification characteristics of workers' professions. 42 issue. Metal processing. Part 1. Managers, professionals, specialists, technical employees. Part 2. Workers. Book 1. "Metal casting", "Metal welding". Book 2. "Drawing, squeezing, cold stamping of metal. Production of heating boilers, metal tanks and similar products", "Forging, high and low temperature metal processing". Book 3. "Turning, drilling, milling and other types of processing of metals and materials", "Coating metals with metals. Coloring". Book 4. "Coating of metals with non-metals: enameling and other types of coating", "Locksmith and assembly work in the production of machines"", which was approved by order of the Ministry of Industrial Policy of Ukraine on March 22, 2007 N 120. Agreed by the Ministry of Labor and Social Policy of Ukraine. Put into effect since April 2007 The status of the document is "valid".

Foreword

0.1. The document comes into force from the moment of its approval.

0.2. Document developer: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.

0.3. Document approved: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.

0.4. Periodic verification of this document is carried out at intervals not exceeding 3 years.

1. General Provisions

1.1. The position "Senior Administrator" belongs to the category "Technical employees".

1.2. Qualification requirements - incomplete higher education (junior specialist) and work experience in the profession of administrator for at least 1 year or complete general secondary education and vocational education and work experience in the profession of administrator - at least 2 years.

1.3. Knows and applies:
- resolutions, orders, orders and other regulatory documents and guidance materials relating to the organization of the enterprise;
- organizational structure of enterprise management;
- the rights and obligations of employees, the mode of their work;
- rules and methods for organizing the process of serving visitors;
- the range of services offered;
- basics of marketing;
- principles of planning and design of premises, showcases, organization of advertising;
- fundamentals of aesthetics, ethics, psychology and customer service;
- fundamentals of economics, organization of labor and management;
- Fundamentals of labor law.

1.4. The senior administrator is appointed to the position and dismissed by the order of the organization (enterprise/institution).

1.5. The Senior Administrator reports directly to _ _ _ _ _ _ _ _ _ _ .

1.6. The senior administrator directs the work of _ _ _ _ _ _ _ _ _ _ .

1.7. The senior administrator during his absence is replaced by a duly appointed person who acquires the appropriate rights and is responsible for the proper performance of the duties assigned to him.

2. Description of work, tasks and job responsibilities

2.1. Provides work on efficient and cultural service to visitors.

2.2. Creates a comfortable environment for them.

2.3. Carries out control over the safety of material assets.

2.4. Advise visitors on available services.

2.5. Takes measures to prevent and eliminate conflict situations.

2.6. Considers claims related to unsatisfactory customer service, and takes appropriate organizational and technical measures.

2.7. Controls the rational design of the premises, monitors the renewal and condition of advertising in the premises and on the building.

2.8. Ensures cleanliness and order in the premises and in the territories adjacent to them.

2.9. Controls the observance by employees of an enterprise, institution, organization (hereinafter referred to as the enterprise) of labor and production discipline, rules and norms of labor protection, industrial sanitation and hygiene requirements, fire protection.

2.10. Informs the management about the existing shortcomings in the organization of customer service, takes measures to eliminate them, monitors the implementation by employees of the instructions of the management of the enterprise.

2.11. Knows, understands and applies the current regulatory documents relating to its activities.

2.12. Knows and fulfills the requirements of regulatory acts on labor and environmental protection, complies with the norms, methods and techniques for the safe performance of work.

3. Rights

3.1. The senior administrator has the right to take action to prevent and correct any violations or inconsistencies.

3.2. The senior administrator has the right to receive all social guarantees provided for by law.

3.3. The senior administrator has the right to demand assistance in the performance of his duties and the exercise of his rights.

3.4. The senior administrator has the right to demand the creation of organizational and technical conditions necessary for the performance of official duties and the provision of the necessary equipment and inventory.

3.5. The senior administrator has the right to get acquainted with the draft documents relating to his activities.

3.6. The senior administrator has the right to request and receive documents, materials and information necessary for the performance of his duties and instructions of the management.

3.7. The senior administrator has the right to improve his professional qualifications.

3.8. The senior administrator has the right to report all violations and inconsistencies identified in the course of his activities and make proposals for their elimination.

3.9. The senior administrator has the right to get acquainted with the documents that define the rights and obligations of the position held, the criteria for assessing the quality of the performance of official duties.

4. Responsibility

4.1. The senior administrator is responsible for non-fulfillment or untimely fulfillment of the duties assigned by this job description and (or) non-use of the rights granted.

4.2. The senior administrator is responsible for non-compliance with the rules of internal labor regulations, labor protection, safety, industrial sanitation and fire protection.

4.3. The senior administrator is responsible for disclosing information about an organization (enterprise/institution) that is a trade secret.

4.4. The senior administrator is responsible for non-fulfillment or improper fulfillment of the requirements of the internal regulatory documents of the organization (enterprise/institution) and the legal orders of the management.

4.5. The senior administrator is responsible for offenses committed in the course of his activities, within the limits established by the current administrative, criminal and civil legislation.

4.6. The senior administrator is responsible for causing material damage to the organization (enterprise/institution) within the limits established by the current administrative, criminal and civil legislation.

4.7. The senior administrator is responsible for the misuse of the granted official powers, as well as their use for personal purposes.

In an entrepreneurial environment, the role of administrators in dentistry is changing dramatically. As well as leader clinics or firms, doctors and assistants, vendors and other personnel, they have become a link in the chain of activities to sell services and make money. The most important link! The administrator, like advertising, is at the very beginning of the interaction of the dental institution with patients.

From how correctly he understands and fulfills his many-sided and important duties, the impression of the patient “at the entrance” to the company (clinic) and his decision whether to use or neglect its services depends. Therefore, the main indicator of the effectiveness of the administrator's activity is the appointment of a patient for a consultation or appointment. In terms of market relations, this means: it is necessary to successfully present the “goods in person”. Hence the main criterion for the professionalism of an administrator is a successful sale of services.

The figure of the administrator is more and more confidently taking his prestigious place in the implementation of internal marketing, the purpose of which is to keep the patient, by all means proving to him that his choice is justified, that the cost of treatment is justified. Thus, from the idea of ​​a pretty and polite girl or woman informing patients about doctors' appointments, life leads us to an administrator - a distributor of services, whose every word and action is capable of generating income or loss. So, according to the results of our surveys, depending on the level of professionalism in conducting telephone dialogues with patients, administrators, on average, sign up for a consultation from 0% to 29% from the number of patients who called us.

As we can see, the difference is very expressive and convincingly testifies in favor of careful selection and special psychological training of administrators. Proper selection of personnel, an effective system of initial training and continuous improvement of administrators, their certification and planned re-certification are links in one chain and a subject of special concern for the management of a commercial dental organization. A good administrator is the true wealth of a firm. Finding and teaching him the mysteries of mastery is a difficult creative task. Our practice shows that out of 100 applicants for this role, it remains to work in the company 3-5 people who have successfully passed all the stages preceding enrollment in the state.

What is the ability to sell services? This requires, firstly, that the administrator perfectly fulfills his job duties, and secondly, he flawlessly performs a number of functions related to internal marketing. The heads of private dental institutions do not always see the difference between the duties and functions of an administrator, not all administrators know these differences. From here begins a simplistic understanding of the role of administrators in the sale of services and underestimation of the importance of their specific training, which they must undergo in order to master communication skills, methods of persuasion, technologies for promoting services and maintaining the image of their own and dental institution.

The duties of an administrator are his actions that ensure the efficient operation of the clinic. At the beginning of training, the future administrator needs to learn the range of his daily affairs, and in the course of training, acquire the appropriate knowledge and skills. It is best if the job responsibilities are set out in the form of an official document approved by the highest official to whom the administrative service is subordinate - usually this is the head physician. It is important to note that after successfully passing the exam and before enrolling in the state, the applicant for the position signs employment contract, where, in particular, indicates that he is familiar with the official duties and will perform them. Failure to perform or poor-quality performance of duties is the basis for termination of the employment contract.

The functions of an administrator in interaction with patients include actions and duties related to the implementation of internal marketing, the purpose of which is to keep the patient in the company, encourage him to persistence and voluntary distribution. It is proposed to distinguish the following functions: personalized informing, advertising, stimulating, analytical, image-forming. They should be considered as a creative and psychological super-task in the performance of daily duties: everything that the administrator does and says, interacting with the patient, he refracts through the prism of internal marketing - the patient must be satisfied with the quality of treatment and service, make sure that the choice of this institution done correctly and that the cost of services is justified.

The position of administrator means a qualified specialist who has the authority to manage a particular area in the company. An employee in this area is a manager, a responsible organizer, who has the ability to manage and administer processes.

This employee analyzes the work of the general mechanism, identifies failures in its work and eliminates them in order to improve the company's activities. Previously, this profession only affected the sphere of human resource management and the activities of company departments. Now the job descriptions of the administrator may include database management, information systems.

What are administrators

There are human resource administrators and workers involved in economic activities. The former control the quality and timeliness of the fulfillment by subordinates of the tasks assigned to them. It can be sellers, waiters, bartenders and more.

The administrator must ensure that these employees carry out their work in accordance with the standards and bylaws of the company. The latter manage the staff of merchandisers, conclude contracts on behalf of the company, accept and transfer goods, and the like. More detailed information on this subject is contained in the job description of the administrator.

Regulations

An employee who has received the position of administrator is a specialist. At the time of his absence, they are transferred to another employee appointed by management to replace him. Only the CEO can decide whether to hire or fire an administrator. To get this job, the applicant must have a diploma of secondary specialized education.

In addition, employers often require applicants to have at least one year of work experience in a similar field. Basically, the direct supervisor of the administrator is the manager. The administrator's job description assumes that in his activities he must be guided by the company's charter, legislative acts, orders and instructions from his superiors. He must also take into account the governing acts, and, in fact, the instruction itself.

Knowledge

When entering a job, an employee must have certain knowledge, including he must familiarize himself with the resolutions, orders, orders and other regulatory materials related to the field of his activity. In addition, he must study the rules and methods of organizing the work of service personnel.

The employee must know the organizational and staff structure, meaning what duties, powers and working conditions his subordinates have. In order to properly and efficiently perform the duties of an administrator, an employee must study the types of services provided by the company where he is employed, know how to properly draw up reporting documents, use business communication and etiquette in practice. Also, the employee needs to have knowledge in the field of law and marketing.

Functions

When entering a job, an employee is assigned certain functions. He is engaged in the prevention and elimination of conflicts, accepts claims and comments from clients regarding poor-quality service in the institution where he is employed. In addition, the duties of the administrator include advising visitors on issues related to the provision of services and the sale of goods, as well as bonus programs and promotions. He must improve the work of staff, increasing the efficiency of service, as well as creating comfortable conditions for visitors and employees. The employee controls the order, cleanliness in visits and the work of cleaners.

Duties

The main functions of the administrator include informing the staff about the arrival of clients, fixing visitors' data in the client base, reporting to management regarding problems and conflict situations that have arisen. In addition, the administrator is obliged to monitor the observance of discipline by employees, and other points of the organization's charter.

He must fulfill all the instructions of his boss, control the safety of goods and other material assets, the norms for decorating halls, the placement, condition and replacement of promotional products. Also, it is this employee who ensures that all personnel follow the orders of their superiors.

Other features

The administrator's job description suggests that he should prepare material and technical support before negotiations with future customers and partners of the company. The employee keeps records and records this documented. In addition, he conducts telephone conversations, processes requests from clients, counterparties of other organizations and government officials.

The rights

The labor protection instruction for the administrator assumes that the employee has certain rights, including making independent decisions, if they do not go beyond his competence. Also, this specialist has the right to represent the interests of the company, stop performing his functions if there is a dangerous situation that threatens his health and life, sign documentation that is within his competence.

The employee has the right to notify the management of the identified problems in the work of the organization and propose ways to solve them, as well as make suggestions to improve the efficiency of his activities and the work of the entire company. He has the right to cooperate with other departments of the institution to solve the tasks assigned to him, request information and documents, and also demand that the management create normal working conditions.

Responsibility

The employee is responsible for the improper performance of his duties, as well as for violating the rules of the fire safety instructions for the administrator. He can be held accountable if he provided false information to his management or clients of the organization. He is responsible for the quality of reporting documents, for violation of etiquette in dealing with visitors and for the consequences of independently made decisions.

He can be held accountable if he unlawfully disposed of the personal data of clients, disclosed confidential information and disclosed trade secrets. He is responsible for causing material damage to the company where he is employed, the state, contractors or employees of the company. In addition, the employee is liable for violation of the rules and charter of the company.

Administrator Requirements

When the profession was just being introduced into the business sphere of the country, the requirements for employees were not very serious, even just having a secondary education was enough. Work experience was also of little interest to employers. Now the conditions have become tougher, and companies require applicants not only to have a higher education in the field of economics or management, but also knowledge of foreign languages, the ability to use a personal computer and keep business records.

As for personal qualities, a person with a well-delivered speech, who has a pleasant appearance, will get the job. Communication skills, the ability to properly conduct telephone conversations and resolve conflict situations are very important.

Conclusion

A typical administrator's instruction contains the basic information necessary for an employee to understand his place in the company. Its points may vary depending on the organization, its size and the needs of management. Without the approval of this document, the employee does not have the right to begin his duties. To obtain a position, the applicant must meet the requirements of the company, have certain knowledge and personal qualities necessary for the qualitative performance of the functions assigned to him and the tasks assigned to the employee.