Receptionist

1. Purpose

To ensure efficient front-desk operations, excellent patient experience, accurate scheduling, proper documentation, and smooth coordination between patients, doctors, and clinical staff.

2. Scope

This SOP applies to all receptionists handling patient interactions, appointments, billing coordination, and administrative front-desk duties at the dermatology clinic.

3. Responsibilities

• First point of contact for patients (in-person, phone, online)
• Appointment scheduling and management
• Patient registration and documentation
• Coordination with doctors and nursing staff
• Billing support and payment handling
• Maintaining confidentiality and professionalism

4. Clinic Opening Procedure

• Arrive 15–20 minutes before clinic opening time.
• Switch on:
• Computers, appointment system, and phone lines
• POS machine and payment systems
• Check:
• Doctor schedules
• Staff attendance
• Pending appointments and follow-ups
• Ensure reception area is:
• Clean and organized
• Brochures, consent forms, and price lists available
• Log into clinic management software.

5. Patient Greeting & Front Desk Etiquette

• Greet every patient warmly:
• “Good morning/afternoon, welcome to [Clinic Name].”
• Maintain:
• Professional appearance
• Polite tone and positive body language
• Address patients respectfully using their preferred name/title.
• Never discuss patient information openly in the waiting area.

6. Appointment Scheduling & Management6.1 Booking Appointments

• Collect:
• Patient name
• Contact number & email
• Concern (acne, hair loss, pigmentation, procedures, etc.)
• Check doctor availability.
• Confirm:
• Date and time
• Doctor name
• Consultation or procedure type
• Inform patient of:
• Consultation fees
• Estimated duration
• Pre-visit instructions (e.g., no makeup, clean face)
• Send appointment confirmation via SMS/WhatsApp/email.

6.2 Rescheduling & Cancellations

• Update system immediately.
• Inform concerned doctor and staff.
• Follow clinic cancellation policy.
• Offer alternate slots if required.

7. Patient Registration & Documentation

• For new patients:
• Provide registration form
• Verify ID if required
• Enter accurate details into the system.
• Ensure:
• Consent forms are signed
• Medical history is completed
• Assign or retrieve patient ID/file.
• Maintain strict confidentiality as per clinic policy.

8. Coordination with Clinical Staff

• Inform nurse/doctor when patient arrives.
• Update waiting status in the system.
• Manage patient flow to minimize waiting time.
• Communicate delays politely to patients.
• Coordinate for procedures, laser sessions, or follow-ups.

9. Billing & Payment Handling

• Generate bills accurately for:
• Consultation
• Procedures
• Packages
• Products
• Explain charges clearly to patients.
• Accept payments via:
• Cash
• Card
• UPI / Online payments
• Issue receipt immediately.
• Update payment status in system.
• Maintain daily cash and transaction records.

10. Handling Patient Queries & Complaints

• Listen calmly and empathetically.
• Never argue with patients.
• Address:
• Appointment queries
• Treatment timelines
• Doctor availability
• Escalate medical or serious complaints to:
• Clinic manager or doctor
• Document complaints and resolutions.

11. Phone & Online Communication

• Answer calls within 3 rings.
• Use professional script:
• “Thank you for calling [Clinic Name], how may I assist you?”
• Respond to WhatsApp, email, and social media inquiries promptly.
• Do not provide medical advice—redirect to doctor consultation.

12. Data Privacy & Confidentiality

• Do not share:
• Patient records
• Photos
• Treatment details
• Lock systems when away from desk.
• Follow data protection and clinic privacy policies strictly.

13. End-of-Day Closing Procedure

• Confirm:
• Next-day appointments
• Pending payments
• Reconcile:
• Cash and digital payments
• Daily collection report
• Log out of all systems.
• Secure patient files and documents.
• Hand over updates to clinic manager.

14. Grooming & Professional Conduct

• Wear clean, clinic-approved uniform
• Minimal jewelry and professional makeup
• Maintain calm and courteous behavior at all times
• No personal phone use at reception during work hours

15. Key Performance Indicators (KPIs)

• Appointment accuracy
• Patient satisfaction feedback
• Billing accuracy
• Timely follow-ups
• Professional behavior and communication

16. Emergency Protocol

• Inform doctor immediately.
• Stay calm and assist staff.

Job Type: Full-time

Pay: ₹9,430.94 - ₹18,000.00 per month

Work Location: In person