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Key Roles and Responsibilities
A. Patient Reception and Registration
- Welcome patients, attendants, and visitors in a polite and professional manner.
- Register new patients and update existing patient details in the hospital management system.
- Verify patient information and required documents.
- Generate patient IDs, registration slips, and appointment tokens.
- Guide patients to the appropriate departments, including OPD, optometry, diagnostics, counselling, and pharmacy.
B. Appointment and Patient Flow Management
- Schedule, confirm, reschedule, and cancel appointments as per hospital policy.
- Coordinate appointments with ophthalmologists and optometrists.
- Manage walk-in patients and maintain an organized queue.
- Inform patients about waiting times and appointment delays.
- Coordinate with clinical staff to ensure smooth patient movement between departments.
C. Telephone and Enquiry Management
- Answer incoming calls and respond to general enquiries professionally.
- Provide accurate information about doctor availability, consultation timings, hospital services, and appointment procedures.
- Attend to online enquiries and messages through authorized communication channels.
- Transfer clinical questions to the appropriate medical staff.
- Record enquiries and arrange callbacks when necessary.
D. Billing and Payment Coordination
- Generate consultation bills and other approved charges, where assigned.
- Collect payments through authorized payment methods and issue receipts.
- Coordinate with the billing department regarding surgery packages and diagnostic charges.
- Guide patients regarding insurance and cashless treatment processes.
- Maintain accurate cash, payment, and billing records as per assigned responsibilities.
E. Patient Coordination
- Coordinate with doctors, optometrists, counsellors, nursing staff, billing, and diagnostic departments.
- Assist elderly patients and people requiring additional support.
- Guide patients regarding investigations, consultations, and follow-up appointments.
- Help resolve routine patient queries and direct complaints to the appropriate supervisor.
- Provide information about hospital procedures without giving independent medical advice.
F. Records and Documentation
- Maintain patient registration records and appointment registers.
- Update patient details accurately in the hospital management system.
- Maintain daily OPD, appointment, and enquiry reports as assigned.
- Ensure patient documents are handled securely and confidentially.
- Follow hospital procedures for record retrieval, filing, and data entry.
G. Professional Conduct and Service Quality
- Maintain a clean, organized, and professional reception area.
- Follow hospital dress code, attendance, and shift schedules.
- Communicate courteously with patients and attendants.
- Protect patient privacy and confidentiality.
- Follow infection prevention and hospital safety protocols.
- Escalate emergencies and serious complaints immediately to the appropriate staff.
3. Educational Qualifications
- Minimum qualification: Intermediate / 12th pass.
- Bachelor's degree in any discipline is preferred.
- Diploma or certification in Hospital Administration, Front Office Management, or Healthcare Management is an advantage.
- Basic computer knowledge and familiarity with hospital management software are desirable.
4. Experience
- Freshers may be considered.
- 1–2 years of experience in hospital reception, customer service, or front office operations is preferred.
- Experience in an eye hospital or healthcare organization is an added advantage.
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
