Front Office

**Job Responsibilities and Duties**:

- Familiarize themselves with the various tests and procedures available in the center and the personnel responsible for conducting these.
- Be fully conversant with the use of computers, printers and communication devices.
- Be fully conversant with the working of RADSPA/EMR software.
- Provide a warm and welcoming service to patients.

a) Welcome patients with a warm greeting.

b) Register the incoming patients as per protocol and view and collect all relevant documents.

c) A patient coming to the center gets a unique registration number. Care must be taken to avoid assigning new number to the same patient during subsequent visits.

d) Collect the investigation fee as per procedure and generate a receipt for the same.

e) Hand over the registration form with all the completed documents directly to the concerned department.

f) Ensure that correct rates for the test are quoted to the patients in keeping with any special arrangements made for a class of patients.
- While talking to the patient or their care giver(s) please pay attention to the following:
a) Maintain eye contact with the person you are talking to.

b) Demonstrate a positive body language.

c) Speak to the person only in the language they are comfortable with.

d) Remain standing while talking to the patient.

e) Generally, appear to be keen to help the patient.
- Answer incoming calls at the reception desk and provide the caller with all required information. If clarifications are required these should be obtained and communicated to the patient.

a) Maintain a record of all appointments given and record these in EMR.

b) Remind patients about their scheduled appointments for the day and also inform them about any requirements of prior preparation.

c) Convey information of appointments to all concerned departments and doctors and simultaneously tell about precautions to the patient on phone in advance.
- Return all papers and documents of earlier investigations to the patients in case these were obtained from the patient.
- Ensure sample collection is being done according to the appointment Home collection payment should also be monitored.
- Ensure that the reports are ready within the prescribed time given to the patients and deliver these to the patient/attendant against a receipt in the register maintained for the purpose.
- At shift change hand over the sales report to the incoming Patient Care Executive along with relevant information of waiting patients as well as any pending reports/messages etc.
- Appropriately enter referrer doctor’s name in EMR. Referring doctor is the person who has signed for the investigation preferably on his letter head. In case of any discrepancies/difficulties please consult Center Administrator.
- Track movements of ambulances in order to ensure optimum usage.
- Request patients to fill up the patient feedback form and collect the same.
- Maintain discipline on the floor and encourage the attendants to sit in the waiting area while the patient is going through the procedure.
- Maintain cleanliness at the reception area. Direct GDA staff for cleaning the area at regular intervals.
- To follow, uphold and actively promote the commitment of Atulaya Healthcare to quality, professionalism and compassion in delivering professional care to patients availing our services.
- Patient care executives are advised not to iscuss the reports of patients with them even if they may be insistent. Patients or their care givers should be informed politely that the test is only a part of the whole picture and that you may not be in a position to give them useful information.
- General Duties include:
a) Maintain punctuality and follow respective duty roasters.

b) Judiciously use resources and minimize waste without compromising patient safety.

c) Maintain cleanliness at the work place at all times.

d) Be present at the work station and maintain discipline at all times.

e) Wear the prescribed uniform along with I cards provided by Atulaya Healthcare at all times while on duty. A serious view is likely in the event of any act of indiscipline irrespective of the provocation if any.

f) Report to your HOD and the Centre Administrator any event, happening or occurrence which could help in improving the working practices/standards at the centers. Also report to your Supervisor/HOD and the Management any event, happening or occurrence which could adversely affect working or reputation of the center.

**Position Requirements**:
**Work Experience / Education**:

- Minimum 1-year experience as a Front Office Executive.
- Diploma or Bachelor's degree is required.
- Formal qualification in office administration, or related train

**Critical skills **:

- Exceptional ability to create a welcoming environment.
- Experience in answering and screening calls, as well as scheduling appointments.
- Ability to observe business etiquette and maintain a professional appearance.
- Proficiency in appointme