Front Office Receptionist

Roles and Responsibilities – Front Desk Executives

(Diagnostic & Laboratory Centres)

The Front Desk Executive is the first point of contact for patients and visitors at the diagnostic centre. The role requires professionalism, accuracy, and empathy in managing patient interactions, registrations, and coordination with medical and administrative teams.

1. Patient Reception & Greeting

· Welcome patients, attendants, and visitors with a pleasant and courteous attitude.

· Attend to every patient in a standing posture, maintaining a professional appearance.

· Verify patient appointments, walk-in cases, and referral details.

· Ensure a friendly and supportive environment in the reception and waiting areas.

· Manage patient flow efficiently to avoid crowding and long waiting times.

2. Registration & Patient Data Entry

· Register patients accurately in the Laboratory Information System (LIS) or Hospital Management Software (HMS).

· Collect and verify patient details — name, age, gender, contact number, address, and referring doctor information.

· Enter test names, packages, and codes correctly without errors.

· Maintain confidentiality and accuracy of patient data at all times.

· Assign unique patient IDs and ensure all test requisitions are linked appropriately.

3. Billing & Payment Handling

· Generate invoices and bills accurately based on prescribed tests and packages.

· Ensure correct application of discounts, offers, and referral codes as per management instructions.

· Receive cash, card, UPI, or online payments and issue receipts immediately.

· Reconcile cash and payment reports daily and hand over to the Centre Accountant or Manager.

· Maintain billing logs, credit approvals, and daily financial reports as per company policy.

4. Coordination with Medical & Technical Teams

· Communicate patient details, test requirements, and sample collection priorities to phlebotomists, technicians, and radiologists.

· Coordinate with doctors for ultrasound, CT, MRI, and other imaging appointments.

· Ensure that patient movement between departments (e.g., blood collection, X-ray, scan) is smooth and time-bound.

· Follow up with departments for delayed reports or pending results and inform patients proactively.

· Assist in scheduling and confirming doctor consultations and tele-reports.

5. Report Delivery & Communication

· Verify that all reports are authorized and quality-checked before delivery.

· Inform patients promptly via SMS, WhatsApp, or phone call once reports are ready.

· Hand over hard copies of reports after verifying patient identity and payment clearance.

· Coordinate with the IT/reporting team for report corrections or reprints if needed.

· Maintain a logbook or system record of all report deliveries.

6. Patient Assistance & Customer Care

· Explain test preparation instructions (e.g., fasting requirements) clearly before sample collection.

· Provide guidance to patients regarding procedures, report timelines, and follow-up processes.

· Assist elderly, differently-abled, or anxious patients with empathy and patience.

· Address patient queries, complaints, and feedback promptly and escalate unresolved issues to the Centre Manager.

· Ensure the waiting area is clean, comfortable, and well-organized.

7. Documentation & Record Maintenance

· Maintain registers for daily patient inflow, billing, and collections.

· Keep updated files for referral doctors, corporate clients, and health packages.

· Record all advance payments, refunds, and credit transactions systematically.

· Maintain daily reconciliation reports and submit them to the Branch Accountant or Centre Head.

· Ensure secure storage and proper disposal of confidential records as per company policy.

8. Communication & Coordination

· Serve as the communication link between patients, doctors, and diagnostic staff.

· Coordinate with marketing and operations teams for promotional camps, health check-ups, and community programs.

· Respond promptly to calls, emails, and WhatsApp messages from patients or referring doctors.

· Ensure that inter-departmental communication is clear and professional at all times.

9. Professional Conduct, Appearance & Discipline

· Follow organizational grooming and uniform standards (neatly dressed, well-groomed, ID badge displayed).

· Be punctual and adhere to assigned shift timings (typically 10:00 AM – 7:00 PM or as scheduled).

· Avoid using mobile phones or engaging in personal conversations during duty hours.

· Maintain discipline, confidentiality, and ethical behavior in all patient interactions.

· Uphold the organization’s values, policies, and patient service standards.

10. Administrative & Support Functions

· Assist the Centre Manager in administrative duties like stock requisitions, courier management, and inter-branch coordination.

· Support in arranging token systems, queue management, and patient scheduling.

· Monitor and maintain front desk supplies (stationery, forms, brochures, etc.).

· Assist during internal and external audits related to patient records, billing, or compliance.

· Participate in staff meetings, training sessions, and feedback reviews for performance improvement.

11. Performance & Quality Standards

· Ensure 100% accuracy in patient registration and billing entries.

· Maintain service quality and turnaround time (TAT) as per company standards.

· Handle at least 95% of patient interactions with satisfaction (as per feedback logs).

· Follow ISO/NABL compliance guidelines for patient handling and documentation.

· Report any operational challenges, IT issues, or patient complaints immediately to the Centre Head.

12. Confidentiality & Compliance

· Maintain strict confidentiality of patient information, medical records, and financial transactions.

· Follow all company policies, ethical practices, and statutory regulations under healthcare and data privacy laws.

· Avoid sharing patient information with unauthorized persons.

· Adhere to fire safety, infection control, and emergency protocols of the diagnostic centre.

Reporting Hierarchy

· Reports To: Centre Manager / Branch Head

· Coordinates With: Doctors, Technicians, Accounts, HR, and Operations Departments

· Supervises (if applicable): Junior Front Desk Staff / Reception Assistants

Job Types: Full-time, Permanent

Pay: Up to ₹20,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person