OP Coordinator

OP Coordinator

Key Responsibilities

• Lobby Management:

• Maintain a constant presence in the lobby to

  greet, assist, and direct

  every customer to their designated area.
• Ensure efficient service flow among customers, consultants, and colleagues.
• Proactively handle inquiries, explain procedures, and schedule new or follow-up appointments.

• Preparation & Readiness:

• Begin each day by checking appointments and discussing updates or special instructions with the Customer Experience Manager (CXM).
• Stay informed about

  doctor schedules

  , including unavailability, new doctors, and their specialties.
• Anticipate high-footfall days and be prepared with solutions for potential issues.

• On-Duty Tasks:

• Greet and assist all visitors in the lobby, directing them to the relevant area or service promptly.
• Identify new customers, provide registration cards, and assist them with self-service kiosks (when introduced).
• Monitor billing counter queues, guide customers to less crowded desks, and alert the in-charge if an additional counter is needed.
• Assist parents with children during billing and escort them to the relevant department.
• Ensure consultant chambers are clean and ready according to the checklist.

• Delay Management:

• Track each consultant's appointment flow and monitor customers waiting over 15 minutes. Identify delay causes, communicate personally with the customer, and offer alternatives.
• Take rounds in Radiology and Lab areas; if patients are waiting over 30 minutes, engage with them to provide updates.
• Proactively anticipate and prepare solutions for potential delays.
• Act as the

  Single Point of Contact (SPOC)

  for all customers, supervising their journey and coordinating to minimize waiting times.

• Compliance & Service Excellence:

• Ensure all

  Standard Operating Procedures (SOPs)

  are followed.
• Ensure every customer receives Care Like No Other.

Educational Qualifications

• A bachelor's degree in a relevant field such as Hospitality, Business Administration, or Healthcare Management is preferred.

Required Skills

• Customer Service:

  Exceptional interpersonal skills with a warm, polite, and helpful demeanor.

• Organizational Skills:

  Strong ability to manage lobby flow, schedules, and various tasks simultaneously.

• Communication:

  Excellent verbal communication for effective interaction with customers, consultants, and staff.

• Problem-Solving:

  Proactive in identifying potential issues and quickly providing solutions.

• Attention to Detail:

  Meticulous in managing queues, directing patients, and maintaining cleanliness standards.