Linking Job Roles and Responsibilities

Client Flow at Family Planning Clinic

Cross-Functional Roles and Responsibilities Matrix

	Guard	Receptionist	Midwife/Nurse	Pharmacy/Check Out
Client Greeted	Asks for ID card Asks for destination Gives directions	Greets client in friendly manner
Client Checked In		Checks medical card If no card, prepares new one Adds client to list for next available nurse	Checks log for waiting clients Reviews patient information Calls client into room	Logs client in flow
Client Diagnosed			Asks client about last menstrual cycle Takes vitals Discusses client needs
Client Counseled			Counsels clients on available methods Answers client's questions
Client Checks Out			Gives client prescription for oral contraceptives	Receives prescription Fills prescription Logs outflow of drugs on inventory

Job Model

Job Model: Receptionist
	Output/Behavior	Critical Dimension/s	Indicator	Standard	Monitoring
1)	Greet all clients in a friendly way as they enter the door	Timeliness	Greet clients within 2 minutes Greet clients with friendly voice, smile	100% of clients	Client satisfaction
2)	Check medical card for repeat clients	Accuracy	Clients must have medical card	100% of clients All questions answered	Only clients with cards receive treatment
3)	Ask new clients to complete card	Accuracy	Clients must have medical card	100% of clients All questions answered	Only clients with cards receive treatment
4)	Add clients to waiting list, notify nurse, log time	Timeliness	Clients will be added to list upon completion of medical card	100% of clients
5)	Monitor client wait times — for wait times that exceed standard, notify nurse and communicate with client	Timeliness	Clients will wait no more than 20 minutes for nurse	100% of clients	Log time and watch