Reception @hospital

Front Desk Staff serving as the first point of contact for incoming patients and visitors(Face of the Hospital) & offering friendly service to those entering the Hospital & calling in on the phone.

They are providing assistance to patients and visitors & ensuring that the Hospital environment is welcoming, calm, and quiet for patients and their families.
- **A high sense of personal grooming**: Must wear clean and neatly pressed uniform. Hair should be groomed well and if long then tied properly. Sober Jewelry/nail paint/lipstick for ladies. Clean shave, trouser, shoes for male. In short, the reception staff must be seen at their best at all times.
- **Ready smile**: This is very important for Reception & Enquiry operation. Patients like to be handled by a cheerful staff at the desk. Their smile exudes cheer and puts the patients at ease.
- **Self-confidence**: Self-confidence is necessary as Reception personnel as he/she meet patients and visitors from around area and culture
- **Calm under pressure**: Being the nerve center of the hospital, the Reception and Enquiry area is in constant interaction with patients/visitors therefore they must have a high degree of tolerance for pressure of work and be calm and composed at all times.
- **Quick decision making ability**: Reception staff must be able to quickly decide a course of action that satisfies both the patient and the interests of the Hospital
- **Careful and polite**: the reputation of the hospital is linked with the politeness or rudeness of employee’s mainly front desk staff. They must do their best to be quick and while doing so, must impress the patient/visitor with their politeness.
- **Communication must be correct and clear**: The manner of speaking is also important. Abrupt language can put patients on the defensive, making a problem unsolvable. Here are some professional phrases to use.
May I help you/ How can I assist you मी तुम्हाला काय/कशी मदत करू शकतो?May I suggest (or recommend) मी तुम्हला सुचवू का किंवा सल्ला देऊ का
May I request you to माझी तुम्हाला विनंती आहे किंवा मी तुम्हाला विनंती करतो कि
One moment please कृपया क्षणभर/ थोड्यावेळ थांबा
Would you kindly---------- कृपया करून तुम्ही
- ..
Good Morning
Good Afternoon
Good Evening
Excuse Me
Thank you
- Greeting Patients, MR, and other visitors professionally both in person & on phone**,**
- Always refer to male patients/ personnel as Sir and female patients/ personnel as Madam.
- Welcome & Greet Doctors, Visiting Consultants, RMO, Senior staff professionally.
- Treat your colleagues with respect fairness and courtesy as no one amongst you is superior and inferior rather you all are at same level. Therefore help each other as and when required and work as a team.
- Answer patient questions and provide assistance and directions when necessary
- Utilize HIMS software to schedule new and follow-up appointments for patients
- Scheduling patient appointments according to Doctor Availability, explaining intake forms to new patients and processing payments after treatment.
- Make courtesy calls to patients to reminding them of an upcoming appointment.
- Tracking / Follow up call to patients who have not come for consultation / test at the appointed time.
- Ensure that the Doctors are available as per their timings and no patient is waiting more than the prescribed time
- Complete registration formalities of the visiting patients.
- Counseling and guiding the patient and patient attendants
- Correct Entry of patient data at the time of registration
- _**To give priority to emergency cases and to co-ordinate with the consultants / respective department for the same.**_
- Updating all kind of Doctor Fees of the Hospital, like O.P.D. Fees, IPD Cash Fees, Corporate Credit fees as Instruction/ Policy of the Management.
- Compare daily cash amounts against daily transactions in order to ensure that records balance.
- **Maintain record of daily collection of revenue in excel sheet & mail same to Accountant on daily basis by end of the day.**
- Attend to the customers that may have any query regarding pre and post bill generation.
- Helps patients by responding to emergencies.
- Must respond quickly to any requests made by the doctors or nurses.
- Protects patients’ rights by maintaining confidentiality of medical, personal, and financial information.
- **Maintains operations by following policies and procedures & correct reporting hierarchy.**
- Directs visitors by maintaining ward and department directories.
- Handling the queries of the relatives. If not capable to solve the same informing to senior line manger.
- Provide patients and other departments of the hospital with necessary billing information
- Keeping front desk tidy and presentable with all necessary material
- Receive letters, packages etc. and distribute them accordingly.
- Manage & keeping track of IPD food service
- Ensure the patient’s medical information is accurate and up to date.
- Ensures that all the documentation/registers are b