Practice Manager/Receptionist

Our Practice vision is to operate a multi-disciplinary practice, incorporating primary care, mental health, occupational therapy, dietetics inter alia, that holds itself to a set of shared values aimed at addressing barriers to accessing quality care and establishing a relationship of mutual trust with our patients.
Role & Purpose:
To review our practice regularly with the input of team members and community to ensure we remain at the peak of our field.
To interrogate the prevailing culture in medical practice and apply innovative thought to addressing disparities and injustice.
We seek an experience Practice Manger to manage the operations of our practice in compliance with South African accreditation standards, ensuring effective team leadership, operational efficiency, and the achievement of financial, patient care, and strategic goals. The role will also focus on upholding the practice's values, fostering a positive work culture, and ensuring the continuous improvement of services.
Responsibilities:
Governance

- Develop and coordinate governance processes in line with South African healthcare standards (e.g., HPCSA regulations).
- Implement, monitor, and regularly update all policies and procedure manuals.
- Ensure all staff are trained and educated on practice policies and procedures.
- Develop and manage a meeting schedule tailored to the needs of the practice, including accurate agendas and minutes.
- Ensure that statutory records are maintained and comply with local regulations (e.g., CIPC, SARS, and Labour Department requirements).
- Maintain compliance with medical laws and regulations, including Health Professions Council of South Africa (HPCSA) rules.

Operations Management

- Ensure that the practice’s office, IT infrastructure, and facilities (including hygiene, safety, and security) comply with the Occupational Health and Safety Act (OHSA).
- Implement quality assurance processes for services to ensure excellence and compliance with the highest standards.
- Handle escalations of patient complaints and queries to ensure timely resolution and protect the practice’s reputation.
- Manage relationships with vendors and suppliers, ensuring that all vendor agreements (e.g., Service Level Agreements - SLAs) are correctly completed, stored securely, and adhered to.
- Thorough understanding of local medical aid billing practices (e.g., ICD-10 coding, DSP networks, Medical Funds, electronic claims processing, etc.) and ensure compliance with Medical Schemes Act requirements.
- Supervise the ordering of stationery, equipment, and medical supplies.
- Ensure medical records are maintained to the highest standards, ensuring compliance with the Protection of Personal Information Act (POPIA).

Practice Management Software Proficiency:
Proficiency in practice management software, specifically Med EDI, Elle, or similar systems, is a core requirement for this role. Candidates must demonstrate prior experience with one or more of these platforms to ensure efficient handling of practice operations, billing, and patient record management. Familiarity with these systems is critical to maintaining operational standards, and candidates are expected to possess the necessary skills upon commencement of employment.
Patient Welfare

- Promote effective communication between doctors, staff, and patients to foster a culture of empathy and high-quality patient care.
- Ensure compliance with patient rights as per the National Health Act and address complaints or inquiries promptly.
- Contribute to developing and implementing patient advice and information systems to improve the patient experience.

Financial Management

- Contribute to developing and implementing the practice’s Business Strategy and Financial Budget, ensuring alignment with South African tax and labour laws.
- Manage payments of service providers, suppliers, and employee remuneration, ensuring compliance with the Income Tax Act and Basic Conditions of Employment Act (BCEA).
- Oversee the timely collection of accounts receivable and handle any billing disputes efficiently.

Staff Management

- Coordinate recruitment, training, and induction of staff, ensuring compliance with the Employment Equity Act (EEA) and Labour Relations Act (LRA).
- Ensure staff receive correct remuneration and entitlements according to the BCEA and registered contracts.
- Conduct regular performance reviews, addressing issues of underperformance while maintaining disciplinary documentation as per LRA guidelines.
- Oversee staff compliance with Occupational Health and Safety (OH&S) standards, including training and safety audits.
- Contribute to fostering a workplace culture that promotes the values and principles of the practice, supporting the achievement of the practice owner’s strategic goals and objectives.

Vendor and Supplier Management

- Manage relationships with vendors and suppliers to ensure that service level agreements are adhered to, and contracts are stored securely.
- Monitor vendor performance and escalate issues to ensure that all services provided are of high quality and meet the agreed standards.

Meeting Coordination

- Host regular meetings with staff to communicate updates, address concerns, and ensure alignment with the practice’s goals.
- Facilitate leadership meetings with senior staff to review performance, resolve challenges, and plan future initiatives.
- Ensure minutes of meetings are recorded, distributed, and action items followed up in a timely manner.

Reporting to Practice Owner

- Submit regular reports to the Practice Owner on financial performance, operational updates, and compliance matters.
- Provide ad-hoc reports as requested on specific areas such as vendor performance, patient satisfaction, and staff issues.
- Attend regular meetings with the Practice Owner to review practice performance and progress toward strategic goals.
- Immediately report any compliance risks, legal issues, or operational disruptions to the Practice Owner.

Conditions of Employment

- Ordinary working hours: 45 hours per week, Monday to Friday (8:00 am to 5:00 pm), in accordance with the Basic Conditions of Employment Act (BCEA).
- Overtime to be worked only with approval and compensated as per BCEA regulations.
- Professional attire to be maintained at all times.
- Adherence to confidentiality agreements in line with POPIA.
- 21 working days of annual leave, plus statutory public holidays, as per BCEA.

Expected Behaviours and Personal Attributes

- Demonstrated understanding of South African healthcare regulations, including compliance with HPCSA and POPIA.
- Strong leadership skills with a patient-focused approach to service delivery.
- Ability to work collaboratively with medical and administrative staff, maintaining a positive work environment.
- Commitment to continuous improvement and personal development.
- Excellent organisational skills with attention to detail.
- Maintain absolute confidentiality regarding patient and practice information

Breaks and Rest Periods

- 1-hour lunch break and 1 15-minute tea break to be taken at scheduled times, in compliance with the Basic Conditions of Employment Act (BCEA).

Additional Responsibilities:

- Ensure that policies and procedures are regularly updated, and all staff are trained on them.
- Monitor quality assurance of services to ensure a consistently high standard of patient care.
- Contribute to creating a work culture that reflects the practice’s values and supports the achievement of strategic goals.

Job Type: Full-time
Pay: R25 000,00 - R38 000,00 per month
Application Question(s):

- All Applications must be accompanied with a letter outlining your experience as well as what experience you have had to assist you to for fill the criteria outline in the position description. Also what Medical Practice Software you have experience with.

Experience:

- Medical Reception/ Practice Management: 4 years (Required)