Medical Receptionist

JOB DESCRIPTION (JD) – MEDICAL RECEPTIONIST

Department: Front Office / Administration
Designation: Medical Receptionist
Reports To: Front Office Manager / Centre Manager / Admin Head
Location: Hospital / IVF Centre / Clinic

1. JOB SUMMARY

The Medical Receptionist is the first point of contact for patients. The role involves managing patient registration, front-desk operations, appointments, billing support, and coordination with clinical departments to ensure a smooth and professional patient experience. The receptionist represents the hospital’s image by providing polite, accurate, and efficient service.

2. KEY RESPONSIBILITIESA. Front Desk Management

• Greet patients and visitors politely and professionally.
• Maintain a clean, organized, and welcoming reception area.
• Handle walk-in patients and direct them to the appropriate department.
• Ensure all front-desk operations run smoothly throughout the day.

B. Patient Registration & Documentation

• Register new patients in the HIS/CRM system.
• Verify ID proof and patient details accurately.
• Update existing patient records when required.
• Maintain confidentiality of patient information at all times.

C. Appointment Scheduling

• Schedule appointments for doctors, IVF coordinators, and diagnostic services.
• Coordinate with telecalling team to confirm daily appointment list.
• Reschedule appointments when required and inform the concerned staff.
• Maintain daily appointment, visit, and no-show reports.

D. Billing & Payment Support

• Generate bills for consultation, procedures, and pharmacy when needed.
• Collect payments via cash/card/UPI.
• Issue receipts and update system records.
• Coordinate with accounts for daily cash closing.

E. Patient Coordination

• Guide patients regarding their next steps (consultation room, lab, scan, pharmacy, etc.).
• Assist elderly patients or those requiring special attention.
• Coordinate with nursing, doctors, lab technicians, ultrasound, and other departments.
• Ensure smooth patient flow with minimum waiting time.

F. Communication Handling

• Answer phone calls and assist with basic inquiries.
• Provide information on timings, doctors’ availability, and services.
• Transfer calls to relevant departments when required.
• Maintain communication etiquette and customer-friendly tone.

G. Records & Reporting

• Maintain daily OPD reports, patient footfall, and appointment logs.
• Monitor inventory of front office materials (forms, stationary, ID cards, etc.).
• Maintain visitor logs and staff movement records when needed.
• Support admin team in documentation tasks.

H. Customer Service

• Provide excellent service and support to patients.
• Handle complaints professionally and escalate to management when required.
• Ensure patient satisfaction and positive experience throughout their visit.

3. QUALIFICATIONS & EXPERIENCE

• Minimum: Graduate (Any stream) or 12th pass with experience
• Preferred: Diploma in Hospital Administration or Healthcare
• 1–3 years of experience in medical reception or healthcare front office
• Basic knowledge of medical terminology
• Experience with HIS/CRM software is an advantage

4. SKILLS & COMPETENCIES

• Excellent communication (English/Hindi/regional language)
• Positive attitude and patient-friendly behaviour
• Strong multitasking and time-management skills
• Good computer skills (Excel, Word, CRM, HIS)
• Professional appearance and discipline
• Ability to stay calm under pressure
• Strong organisational ability

5. WORKING CONDITIONS

• Shift-based duty
• Weekend/holiday rotation
• High patient interaction environment
• Extended hours during peak OPD days

6. KEY PERFORMANCE INDICATORS (KPI)

• Patient satisfaction score
• Waiting time management
• Accuracy of registration & billing
• Appointment management efficiency
• Communication quality
• Daily reporting accuracy
• Front desk discipline & punctuality
• Compliance with hospital SOPs

Job Types: Full-time, Permanent

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

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person