Job Description

Primarily responsible for the professional and efficient managing of patients, consumers and telephone calls.

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To provide a front line fully comprehensive, professional and courteous reception service for the hospital. To deal sensitively with telephone inquiries from patients and health care professionals.

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Analyzes and assesses calls to determine their nature, urgency, and eligibility for services.

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Answers telephone, screens callers, relays messages, and greets visitors.

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Analyzes calls to determine appropriate appointment according to the specialist to be given, advises caller, and redirects calls when necessary.

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Answers and screens all calls, including transferring or holding calls; takes messages, relays information.

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Receives and coordinates disposition of incoming calls from patients, physicians, mid-level providers.

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Provide a sensitive and non-judgmental frontline reception service to deal professionally and politely with enquiries from users, visitors and receiving telephone calls as a first point of call.

Appointments

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Provide information and assist patients concerning appointments, consultants scheduling, any other information regarding procedure/ treatment and surgery.

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Serves as a primary contact for patient appointments, coordinates consultations and ensures timely follow-up and response.

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Liaison with consultants to adjust as necessary any changes that may affect appointments.

Makes and arranges appointments for patients. Includes distributing the appointments equally among the consultants as per the management policy.

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To coordinate with Manager-HR for consultants scheduling in the HIS.

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To obtain information and timetable of Doctors on duty after working hours and out of hours from Manager-HR.

OPD Co-ordination

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Schedules patient appointments for consultation, diagnosis and treatment. Notifies patient of changes/cancellations as necessary.

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Book patients for review visits, diagnostic tests and appointments for patients at hospitals.

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Schedules patients for consultations, laboratory tests, and examinations. Provides information related to procedures and treatment

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Accept, process and initiate billing process of the patients.

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Performs clerical functions incidental to clinical reception activities.

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To inform the consultants that their patients have arrived and are waiting in the OPD reception area. Log any miscommunications between OPD reception and services that use the clinics to ensure continual improvement in communication between departments.

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To adhere to hospital emergency procedures.

Registration and HIS

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Assists patients with the completion of registration forms.

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Requests and records all pertinent medical information provided; electronically enters data for all calls, to include demographic data, service provided, and disposition; maintains daily statistics of the OPD in various parameters.

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Uses HIS to access, enter, and edit patient information.

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Utilizes computer to input and retrieve appointment data and patient information and produce standard reports.

Reports and Correspondence

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Obtains reference letters from patient and send report and thanking letter to the referring consultants if the patient is referred for consultation and second opinion.

Involves inputting and retrieving data from HIS and other management information systems, which supply statistics for management operations.

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Provide statistics and weekly MIS to the management.

Patient care and Guest Relations

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Communicating and providing personal care to the patients in the OPD. Arranges or assists in arranging patient transportation. Coordinates transfer of emergency cases and day care surgery patients.

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Provides referring physicians with consultation reports relating to patient transfers. Escort and service VIP Patients. Receives patients and visitors. Secures names and needs and directs accordingly. Updates patient information.

Stock and supplies

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To check the OPD waiting area, all the consultation rooms for furniture, stationary and faults, reporting any faults to the Manager-Administration.

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Ensuring that there is adequate stationary available for consultants like controlled documents, brochures, prescription pads, patient files and any other workstation requirements.

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Ensures newspapers, water cans are kept appropriately and touch screen information kiosk is on and off at the appropriate time.

Maintenance and Cleanliness

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Ensures OPD toilets are kept neat, clean and stocked with appropriate supplies. Assist in the cleanliness of the lobby area to ensure that high standards are always kept.

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Coordinates activities related to repair and maintenance of equipment and identification of workstation deficiencies with Manager Administration

Person Specification

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Essential Minimum Requirements (to those characteristics considered absolutely necessary)

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Educational / Vocational Qualifications: Basic degree with experience and skill set in Patient/Guest Hospitality relations

Job Types: Full-time, Permanent

Pay: From ?20,000.00 per month

Benefits:

Health insurance Leave encashment Life insurance Paid sick time Provident Fund
Language:

English (Preferred) Hindi (Preferred)
Work Location: In person