Reservation Assistant

JOB DESCRIPTION RESERVATION ASSISTANT

Position Details

ParticularsDetailsJob TitleReservation AssistantDepartmentReservation Reporting ToManager – ReservationLocationJindal Naturecure InstituteEmployment TypeFull-Time

Job Purpose

The Reservation Assistant is responsible for supporting the reservation and help desk operations, handling patient enquiries, coordinating payment and booking follow-ups, managing telephone communication, and ensuring smooth and timely reservation-related services for patients.

Key Responsibilities

1. Reservation & Help Desk Support

• Perform the duties of processing/help desk staff during their absence or leave.
• Support day-to-day reservation activities and ensure continuity of operations.
• Assist patients and internal teams with reservation-related requirements.

2. Enquiry Management

• Respond promptly and professionally to all enquiry e-mails received through the official Info e-mail ID.
• Coordinate with the concerned doctor or department wherever medical clarification is required before responding.
• Ensure accurate and timely communication with prospective and existing patients.

3. Payment & Booking Follow-up

• Follow up with patients regarding pending payments.
• Coordinate and finalize admission/reservation dates for Premium and Deluxe category patients.
• Maintain proper follow-up records and ensure timely closure of pending cases.

4. Telephone Handling

• Attend incoming telephone calls from 9:00 AM to 5:30 PM, including mobile and extension calls.
• Handle calls courteously and professionally.
• Direct calls to the appropriate department/person whenever required.
• Ensure important messages and call-related information are communicated accurately.

5. Pending Bills Follow-up

• Follow up on pending bills and coordinate with the concerned departments for timely resolution.
• Maintain appropriate records of pending and completed follow-ups.

6. Additional Responsibilities

• Carry out any other duties or responsibilities assigned by the Manager.
• Support the team during operational requirements and peak periods.
• Maintain professional communication and coordination with patients, doctors and internal departments.

7. Sunday / Festival Duty

• Attend Sunday and festival duties on a rotational basis as per the department duty roster.

Key Competencies

• Excellent verbal and written communication skills
• Good telephone etiquette
• Strong customer/patient service orientation
• Good follow-up and coordination skills
• Basic computer and e-mail proficiency
• Ability to maintain records accurately
• Time management and organizational skills
• Professional and courteous approach
• Ability to work effectively under pressure
• Teamwork and interpersonal skills

Key Performance Indicators (KPIs)

• Timely response to patient enquiries
• Accuracy of reservation and patient information
• Timely payment and booking follow-ups
• Effective handling of telephone calls
• Closure of pending bills and follow-up cases
• Patient service and communication quality
• Compliance with assigned duties and departmental processes

Qualification & Experience

• Qualification: Graduate preferred.
• Experience: 1–3 years of experience in reservations, front office, customer service, healthcare/hospitality or a similar role preferred.
• Candidates with good communication skills and relevant customer-facing experience may also be considered.

Working Conditions

• Willingness to work on Sundays and public holidays on a rotational basis.
• Flexibility to handle additional responsibilities as assigned by the Manager.
• Ability to work in a patient-facing and service-oriented environment.Role & responsibilities

Preferred candidate profile