Receptionist cum telecaller

Job Profile: Receptionist-cum-Telecaller

Designation: Receptionist-cum-Telecaller
Location: Radiante Multispeciality, Om Vihar / Uttam Nagar
Working Hours: 10 AM – 8 PM (or as per clinic requirement)
Salary Range: ₹12,000 – ₹18,000 (depending on experience)

1. Job Purpose

To manage front-desk operations, patient coordination, telecalling, and smooth communication between patients and doctors. The role ensures excellent patient experience and efficient clinic functioning.

2. Key ResponsibilitiesA. Front Desk / Reception

• Greet patients warmly and register them.
• Manage walk-in patients, waiting area, and queue system.
• Guide patients towards doctor cabins, procedure rooms, payment desk etc.
• Maintain cleanliness and professional presentation at the reception desk.
• Maintain OPD register, daily footfall record, and appointment book.

B. Telecalling & Appointment Handling

• Call leads/patients for appointment confirmations.
• Handle inbound calls: appointment fixing, inquiry handling, clinic information.
• Follow daily lead-calling targets (fresh leads + follow-ups).
• Maintain call logs, update lead status in CRM/Google Sheet.
• Explain treatments, services, offers, camp details clearly to callers.

C. Patient Coordination

• Assist patients with billing and documentation.
• Inform patients about doctor timings, schedules, and waiting time.
• Coordinate with Doctors, Technicians, Nurses, and Manager for smooth flow.
• Collect patient feedback and update records.

D. Administrative Support

• Maintain files, forms, consent letters, and reports.
• Assist in marketing activities (SMS, WhatsApp broadcast, follow-ups).
• Support the clinic manager in daily operational activities.

3. Skills & Qualifications Required

• Minimum 12th Pass / Graduate preferred
• Good communication skills (Hindi & English)
• Basic computer knowledge (MS Office, WhatsApp, Google Sheets)
• Polite and patient-friendly attitude
• Experience in healthcare/clinic/hospital (preferred but not must)

SOP (Standard Operating Procedure) for Receptionist-cum-Telecaller
SOP 1: Opening Duty (Morning Routine)

• Reach 10–15 minutes before clinic opening.
• Switch on lights, AC, and prepare the reception desk.
• Open computer, login to CRM/Sheets/phone system.
• Check today’s appointment list.
• Confirm scheduled appointments by calling.
• Make sure all forms (registration, consent) are available.

SOP 2: Handling Walk-In Patients

• Greet patient with a smile and say “Welcome to Radiante Multispeciality, how may I help you?”
• Register the patient (name, age, phone, complaints).
• Collect previous prescriptions/reports (if any).
• Issue a token/queue number.
• Inform the patient about waiting time.
• Guide the patient to doctor’s room when their turn arrives.

SOP 3: Telecalling ProcessInbound Call Handling

• Answer the call within 3 rings.
• Say:
• “Radiante Multispeciality, how can I assist you?”
• Provide correct info about:

• Doctor timings
• Services/treatments
• Prices (general range only)
• Appointments
• Fix appointment and update record.
• Share location on WhatsApp if requested.Outbound Calling

• Check daily calling list from CRM/Sheet.
• Call leads professionally.
• Follow telecalling script (greeting → service → offer → appointment).
• Mark status: Interested / Not Interested / Call Later / Confirmed.
• Send reminder message 2 hours before appointment.

SOP 4: Patient Billing & Documentation

• Guide patient to billing counter when consultation/procedure is completed.
• Ensure proper entry of:
• Consultation fee
• Procedure charges
• Discounts/offers (if applicable)
• Provide printed/WhatsApp bill.
• Update records in daily closing sheet.

SOP 5: Coordination With Doctors

• Inform doctor about patient queue and any urgent cases.
• Communicate about scheduled procedures, special appointments.
• Ensure all forms/consents are ready before any procedure.

SOP 6: Complaint & Feedback Handling

• Listen calmly to concerns.
• Apologize politely for inconvenience.
• Escalate major complaints to Clinic Manager immediately.
• Note feedback in feedback register.

SOP 7: Closing Duty

• Update daily register: Footfall, calls made, appointments booked.
• Shut down computer, AC, lights.
• Ensure cash collection is submitted to manager.
• Organize the reception desk neatly.

Job Type: Full-time

Pay: ₹12,000.00 - ₹18,000.00 per month

Work Location: In person