Telephone Operator

2 weeks ago

Bengaluru, India Chord Road Hospital Private Limited Full time

JOB DESCRIPTION / RESPONSIBILITIES

Department : PATIENT CARE SERVICES

Position : Sr. GRE/GRE/Telephone Operator

Reporting to : Manager - Public Relations

Dress Code : Specified Uniform with ID Card

Duty Hrs. : As per Schedule intimated from time to time

SPECIFIC Duties and Responsibilities of Receptionist

Ø No staff except the designated ones is allowed to sit in the reception area.

Ø Reception staff will always be in proper dress code, and shall not eat or drink at the counter.

Ø All receptionists should greet a visitor, patient or otherwise with smiling face and repeated questioning of the visitor, even if the visitor seems to be agitated should not agitate them.

Ø Every receptionist at the start of his/ her shift will make sure that hospital’s charges schedule is available, computers are working normally and telephones are in working order. If any equipment is not working, it should always be informed immediately to the concerned (maintenance) department and the seniors and he will be responsible for getting it repaired.

Ø Reception staff will make sure that the housekeeping staff has done their job properly in the area overlooking the reception.

Ø If the patient is referred by an outside consultant, the reference slip details should be entered in a register especially maintained for such record purposes.

SPECIFIC Duties and Responsibilities of OPD Staff:
Ø To receive the patient in a friendly and warm manner

Ø To be polite in interaction with the patients and their attendants.

Ø To be acknowledged with a smile and greet the patient and the attendant and maintain eye contact with them and to provide the information about appointment and consultation timings.

Ø To maintain a positive body language

Ø When the patient approached the OPD, he should be immediately attended by the OPD/ Reception staff. Before directing him to visit the consultant, OPD form will be issued and to ensure that his/ her details are be entered in an OPD register

Ø To ensure that the time frame to complete the registration process should not exceed more that 10 minutes.

Ø To collect the registration fees, consultation fees and investigation fees, prepare the bill and receipt and guide the patient to the designated consultation area.

Ø To hand over receipt of collected fees to the patient/ attendant.

Ø The OPD staff should make sure that patients are referred inside the consultation room in order of registration.

Ø If the consultant requires any diagnostic test, he will write an investigation requisition slip and will ask the patient to report back at the reception.

Ø To complete the handing over process by depositing the fees with the appropriate authority with the entry records.

Ø Help the patient to carryout follow up process - purchase, investigation, admission, review etc.

The responsibilities of Sr. GRE/GRE/Telephone Operator include the following:

- Deal with all internal patient related matters under the guidance of the HOD.
- Maintain smooth functioning of the front office.
- Receive the Patient/ visitor, find the purpose, guide and provide relevant information to patients and their relatives/ attendants as required.
- Attend to all internal departmental problems and report to HOD.
- Assist Manager as and when required in the day to day work.
- Co-ordinate with other department personnel and ensure smooth functioning of the place of work allotted.
- Attend to the phone calls within two rings.
- Enforce regulations governing visitors during visiting hours and ensure smooth functioning.
- To solve the patients problems if any, to the extent possible.
- To report to the HOD occurrence report/ any problems
- Ensure prompt and correct tele accessibility to the customers and handling all the incoming and outgoing calls through the telephone board/ console.
- To check the telephone log book.
- To be polite and courteous on the phone.
- Inform the caller of non-availability of the concerned person if he/she is not available instead of keeping the call on hold for a long time.
- To connect the outgoing calls whenever asked by the Doctors/Staffs in case of emergency.
- To receive the fax and dispatch the same to the departmental concerned.
- After ascertaining the purpose e.g. Blood investigation/ Radiological procedures/ Consultation, counsel the patients accordingly, raise the bill and guide the patient to the respective Department/ Consultant.
- Co-ordinate with the departments of Laboratory/ Radiology to get the reports on time.
- Receive the report and dispatch the same to the patients/ attendants and obtain signature.
- Attend to the comments/ suggestions/ feedback form from the patients as per feed back forms received on daily basis.
- Attend to all front office work.
- Any other work assigned by the management from time to time.

**Salary**: ₹13,500.00 - ₹20,000.00 per month

Schedule:

- Day shift
- Morning shift
- Night shift
- Rotational shift

Ability to commute/relocate:

-

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