Support Services UNIT

Support Services Unit’s responsibility is to ensure a smooth work running process through following the day-to-day operations, procurement, accounting operations, personnel, logistic support and IT services to ECIL’s beneficiaries and staff. Support Services serves all units & Centers related to ECIL NGO such as ECIL center, Capacity Building Unit, PATH center etc…

Position Title: Administrative & Front Desk Assistant

Department

Support services Unit

Reports To

Support Services Unit Leader

Position Purpose

The Administrative & Front Desk Assistant serves as the first point of contact for children, families, visitors, and partners at ECIL. The position is responsible for ensuring a welcoming, professional, and efficient reception experience while providing comprehensive administrative support to facilitate the smooth daily operation of the center.

The role combines front desk responsibilities with administrative, documentation, and clinical support functions. The incumbent assists in managing appointments, maintaining records, supporting consultations when needed, and ensuring that administrative processes are organized, accurate, and responsive to the needs of families and professionals.

Key Responsibilities

1. Reception and Family Services

• Welcome children, families, visitors, partners, and guests in a professional, respectful, and family-centered manner.
• Serve as the first point of contact for all visitors and respond to inquiries in person, by telephone, and through electronic communication.
• Register visitors and guide families to the appropriate services and ensure process implementation (like families signatures)
• Manage the reception area, ensuring it remains organized, welcoming, and professional always.
• Schedule, confirm, and coordinate appointments while maintaining an efficient daily calendar.
• Provide families with administrative information regarding appointments, required documents within agreed processes
• Coordinate communication between families and the multidisciplinary team when needed and as processes

2. Administrative Support

• Perform daily administrative duties including filing, printing, scanning, photocopying, document preparation, and data entry.
• Prepare and organize administrative forms, records, and correspondence.
• Maintain accurate filing systems in both electronic and paper formats.
• Archive documents according to ECIL’s documentation procedures.
• Update databases and administrative records accurately and promptly.
• Assist in preparing reports, statistics, and administrative summaries when requested.
• Monitor office supplies and communicate replenishment needs.
• Support the organization of meetings, and internal events through administrative preparation.

3. Clinical and Consultation Support

• Provide administrative support to the Neurodevelopmental Pediatrician during consultation.
• Prepare consultation files and ensure all required documentation is available before appointments.
• Organize patient records before and after consultations.
• Document administrative information during sessions when requested.
• Ensure consultation rooms are prepared each day and before each consultation
• Facilitate communication between families and the team as per processes
• Maintain organized and confidential medical and administrative records in accordance with ECIL policies.

4. Documentation and Records Management

• Maintain accurate, complete, and confidential client files.
• Archive medical and administrative records according to established procedures.
• Ensure proper coding, filing, and retrieval of documentation.
• Verify that required forms and documents are complete before filing.
• Support record digitization and electronic archiving initiatives.
• Maintain confidentiality of all personal, medical, and organizational information.

5. Operational Support

• Assist with the daily administrative flow of the center.
• Coordinate courier deliveries, incoming and outgoing correspondence, and document distribution.
• Support logistical arrangements for meetings, consultations, and professional visits.
• Assist other departments with administrative tasks during periods of high workload when requested.
• Contribute to maintaining an organized, efficient, and client-friendly working environment.

Expected Deliverables

The Administrative & Front Desk Assistant is expected to ensure:

• Professional and welcoming reception services.
• Efficient appointment scheduling and visitor management.
• Accurate administrative documentation and record keeping.
• Well-organized filing and archiving systems.
• Effective administrative support
• Timely preparation and retrieval of client files.
• Accurate administrative databases.
• High standards of confidentiality and professionalism.

Qualifications

• Technical or Bachelor’s degree in Business Administration, Office Management, Health Administration, Medical Office Administration, Secretarial Studies, or another relevant field.

Professional Experience

• 1–3 years of experience in reception, administration, medical office assistance, hospital administration, or customer service.
•  NGO settings are considered an asset.

Technical Competencies

• Excellent organizational and administrative skills.
• Strong customer service and communication skills.
• Ability to manage appointments and scheduling systems.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Ability to maintain accurate documentation and filing systems.
• Excellent typing and data entry skills.
• Understanding of confidentiality and records management.
• Familiarity with electronic medical records or client management systems is considered an asset.

Core Competencies

• Professionalism and courtesy.
• Strong interpersonal and communication skills.
• Attention to detail and accuracy.
• Organization and time management.
• Ability to multitask in a busy environment.
• Problem-solving skills.
• Reliability and accountability.
• Teamwork and collaboration.
• Adaptability and flexibility.
• Commitment to confidentiality and ethical practice.

Performance Indicators

Performance will be assessed based on:

• Quality of reception and family service.
• Accuracy and timeliness of appointment management.
• Organization and completeness of filing and archiving systems.
• Accuracy of administrative records and data entry.
• Timeliness and quality of support provided during consultation clinics.
• Compliance with confidentiality and documentation procedures.
• Responsiveness to families and colleagues.
• Overall contribution to the smooth daily operation of the center.