Receptionist

Roles and Responsibilities

A. Patient Reception and Registration

• Welcome patients, attendants, and visitors politely and professionally.
• Attend to patient enquiries in person and over the telephone.
• Register new and follow-up patients accurately in the hospital management system.
• Guide patients to the appropriate OPD, department, laboratory, pharmacy, billing counter, or other services.
• Coordinate with doctors and concerned departments regarding patient appointments and consultations.
• Maintain patient confidentiality and handle personal information responsibly.

B. Telephone and Communication

• Answer incoming calls promptly and transfer calls to the appropriate departments.
• Provide accurate information regarding doctor availability, OP timings, and hospital services.
• Record messages and communicate them to the concerned staff without delay.
• Communicate politely with patients, attendants, doctors, and hospital staff.

C. Appointment and Patient Coordination

• Schedule and confirm appointments as per hospital procedures.
• Inform patients about consultation timings and delays, where applicable.
• Coordinate with nursing staff and other departments for patient assistance.
• Give priority assistance to emergency cases by immediately informing the Emergency Department (ER).

D. Documentation and Records

• Maintain accurate patient registration details and front-office records.
• Verify patient information and ensure correct data entry.
• Maintain visitor records and other assigned registers.
• Handle patient files, reports, and documents carefully.
• Ensure that all records are maintained as per hospital policies and NABH requirements.

E. Billing and Administrative Support

• Guide patients regarding billing, insurance, and payment counters.
• Coordinate with the billing and insurance departments whenever required.
• Assist in preparing daily reports and maintaining reception records.
• Ensure proper handover of pending work to the next shift.

F. Patient Service and Professional Conduct

• Treat every patient with courtesy, patience, and respect.
• Respond to patient complaints appropriately and escalate unresolved issues to the concerned in-charge.
• Stand and greet patients and visiting consultants professionally whenever appropriate.
• Maintain cleanliness, neatness, and proper organization of the reception area.
• Maintain a neat appearance, wear the prescribed uniform, and display the hospital ID card.
• Avoid personal mobile phone use and unnecessary conversations during duty hours.
• Follow hospital rules, attendance procedures, and instructions issued by management.

NABH and Patient Safety Responsibilities

• Follow hospital policies and applicable NABH standards.
• Maintain confidentiality of patient information and medical records.
• Follow patient identification procedures during registration.
• Immediately inform the concerned clinical team about emergency patients.
• Direct patient complaints, safety concerns, and incidents to the appropriate authority.
• Participate in training, meetings, and quality improvement activities as instructed.

Qualifications and Skills

• Minimum qualification: Any degree / relevant qualification as per hospital policy.
• Basic computer knowledge and data-entry skills.
• Good communication skills in Tamil and English.
• Hindi or other language skills are an added advantage.
• Good interpersonal skills, patience, and a service-oriented attitude.
• Previous hospital reception experience is preferred.

Key Performance Indicators (KPIs)

• Accuracy of patient registration and data entry.
• Timely response to telephone calls and patient enquiries.
• Patient satisfaction and professional behaviour.
• Compliance with hospital policies and confidentiality requirements.
• Maintenance of accurate records and registers.
• Coordination with other departments.
• Punctuality, attendance, and shift handover compliance.

General Instructions

The receptionist shall perform all duties assigned by the Reception In-charge, HR Department, Hospital Administrator, or Management. Any negligence, misconduct, breach of confidentiality, or failure to follow hospital procedures shall be dealt with as per hospital policy.

Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits:

• Provident Fund

Work Location: In person