Sr. Receptionist

Position Overview

The Senior Receptionist is the first point of contact for patients, visitors, and vendors, ensuring a professional, warm, and efficient experience at the hospital. This role goes beyond basic reception duties to include patient handling, billing coordination, appointment management, and administrative support. The Senior Receptionist will supervise front desk operations, maintain high service standards inspired by hospitality practices, and ensure seamless communication across departments.

Key Responsibilities1. Front Desk & Patient Handling

• Greet patients, attendants, and visitors with courtesy, empathy, and professionalism.
• Manage check-in and check-out processes for patients.
• Provide clear information regarding hospital services, doctors’ schedules, consultation fees, and procedures.
• Handle patient queries, complaints, and escalations with tact and problem-solving ability.
• Ensure waiting areas are comfortable, clean, and orderly at all times.

2. Appointment & Scheduling Management

• Coordinate appointments for consultations, diagnostics, and procedures.
• Manage doctor calendars and availability, updating schedules in real time.
• Handle rescheduling and cancellations with efficiency.
• Ensure minimal patient wait time by effective queue management.

3. Billing & Cashiering

• Generate and issue bills for consultations, diagnostics, and procedures.
• Process payments through cash, cards, UPI, or insurance coverage.
• Maintain daily cash collection, prepare handover reports, and reconcile transactions.
• Support insurance desk by collecting patient documents and providing billing clarifications.
• Ensure transparency in all billing practices to build trust with patients.

4. Communication & Coordination

• Answer incoming calls, emails, and WhatsApp inquiries promptly and professionally.
• Direct calls and queries to the appropriate departments or doctors.
• Coordinate with nursing, pharmacy, laboratory, and radiology teams for smooth patient flow.
• Escalate medical or administrative issues to the Operations/Administrative Manager.

5. Administration & Documentation

• Maintain accurate patient records in hospital management software.
• Verify patient details, collect ID proof, and update digital/physical files.
• Prepare daily MIS reports on patient visits, revenue, and feedback.
• Ensure compliance with hospital policies, confidentiality, and data protection norms.

6. Team Supervision & Training

• Supervise junior receptionists/front office staff.
• Train new team members on patient etiquette, billing software, and hospital SOPs.
• Conduct regular briefings to maintain service excellence standards.
• Ensure team adherence to grooming, punctuality, and hospitality standards.

7. Service Excellence (Hospitality Standards)

• Create a warm and reassuring atmosphere for patients, similar to luxury hospitality standards.
• Anticipate patient needs and proactively offer assistance.
• Handle VIP and international patients with personalized service.
• Collect patient feedback and ensure continuous improvement in service delivery.

Qualifications & Skills

• Education: Bachelor’s degree (Hospital Administration, Commerce, Hospitality, or related field preferred).
• Experience: 4–6 years in reception/front office (hospitality industry or hospital experience mandatory).
• Technical Skills: Proficiency in Hospital Information Systems (HIS), billing software, MS Office.
• Soft Skills: Excellent communication (English, Hindi, local language), empathetic listening, conflict resolution, multitasking, grooming.
• Other Traits: Patient-centric mindset, high integrity in handling billing/cash, leadership ability.

Reporting Structure

• Reports to: Hospital Operations Manager / Front Office Manager
• Supervises: Junior Receptionists, Front Desk Assistants

Performance Metrics (KPIs)

• Patient satisfaction score (feedback & reviews)
• Accuracy in billing and cash reconciliation
• Average patient waiting time
• Number of complaints/escalations handled successfully
• Team performance & training effectiveness

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Leave encashment

Ability to commute/relocate:

• Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• do you have prior experience working with any 5 star or 4 star hotels ? or Hospitals or clinics?

Language:

• Need excellent English and Telugu Fluently (Required)