Education for Job Performance and Attitude of Receptionists in General Hospital Front Desk

Abstract

This study looked into the relationship between individual job attitudes and job performance of the reception window staff working with the customers in general hospitals in Seoul. It aims to provide baseline data about hospital management through effective human resource management. Methods: The subjects of this study were the staff in charge of tasks such as payments, receipts, consultations for first medical examinations, issuance of certificates, procedures for hospitalization and discharges, medical consultations, reception window for descriptions of examinations, outpatient reception window, industrial accidents and traffic accidents at general hospitals in Seoul. Sampling was done with a total of 350 persons, and 319 copies were analyzed. Through a self-administered questionnaire survey, a five-point scale was used. Results: It was found that the job attitudes of the reception staff in charge of customer service encounters in hospitals had a correlation with work performance. Thus, it was confirmed that their job attitudes had a significant positive impact on job performance. Conclusion: In the relationships with the factors affecting job performance, it turned out that responses to customers at eye-level in job attitudes and adaptive knowledge performance in adaptive work performance had the biggest effects on job performance. It is noted that customer-oriented dispositions and the element of learning orientation of the staff working at the reception window in hospitals are important. Therefore, applying this to the education and training of employees to work at the reception window in hospitals in future recruitment will improve their job performance.