To manage front-desk operations, patient coordination, telecalling, and smooth communication between patients and doctors. The role ensures excellent patient experience and efficient clinic functioning.
2. Key ResponsibilitiesA. Front Desk / Reception
Greet patients warmly and register them.
Manage walk-in patients, waiting area, and queue system.
Guide patients towards doctor cabins, procedure rooms, payment desk etc.
Maintain cleanliness and professional presentation at the reception desk.
Maintain OPD register, daily footfall record, and appointment book.
B. Telecalling & Appointment Handling
Call leads/patients for appointment confirmations.
Handle inbound calls: appointment fixing, inquiry handling, clinic information.
Follow daily lead-calling targets (fresh leads + follow-ups).
Maintain call logs, update lead status in CRM/Google Sheet.
Explain treatments, services, offers, camp details clearly to callers.
C. Patient Coordination
Assist patients with billing and documentation.
Inform patients about doctor timings, schedules, and waiting time.
Coordinate with Doctors, Technicians, Nurses, and Manager for smooth flow.
Collect patient feedback and update records.
D. Administrative Support
Maintain files, forms, consent letters, and reports.
Assist in marketing activities (SMS, WhatsApp broadcast, follow-ups).
Support the clinic manager in daily operational activities.
3. Skills & Qualifications Required
Minimum 12th Pass / Graduate preferred
Good communication skills (Hindi & English)
Basic computer knowledge (MS Office, WhatsApp, Google Sheets)
Polite and patient-friendly attitude
Experience in healthcare/clinic/hospital (preferred but not must)
SOP (Standard Operating Procedure) for Receptionist-cum-Telecaller
SOP 1: Opening Duty (Morning Routine)
Reach 10-15 minutes before clinic opening.
Switch on lights, AC, and prepare the reception desk.
Open computer, login to CRM/Sheets/phone system.
Check today's appointment list.
Confirm scheduled appointments by calling.
Make sure all forms (registration, consent) are available.
SOP 2: Handling Walk-In Patients
Greet patient with a smile and say
"Welcome to Radiante Multispeciality, how may I help you?"
Register the patient (name, age, phone, complaints).
Collect previous prescriptions/reports (if any).
Issue a token/queue number.
Inform the patient about waiting time.
Guide the patient to doctor's room when their turn arrives.
SOP 3: Telecalling ProcessInbound Call Handling
Answer the call within 3 rings.
Say:
"Radiante Multispeciality, how can I assist you?"
Provide correct info about:
Doctor timings
Services/treatments
Prices (general range only)
Appointments
Fix appointment and update record.
Share location on WhatsApp if requested.
Outbound Calling
Check daily calling list from CRM/Sheet.
Call leads professionally.
Follow telecalling script (greeting ? service ? offer ? appointment).
Mark status: Interested / Not Interested / Call Later / Confirmed.
Send reminder message 2 hours before appointment.
SOP 4: Patient Billing & Documentation
Guide patient to billing counter when consultation/procedure is completed.
Ensure proper entry of:
Consultation fee
Procedure charges
Discounts/offers (if applicable)
Provide printed/WhatsApp bill.
Update records in daily closing sheet.
SOP 5: Coordination With Doctors
Inform doctor about patient queue and any urgent cases.
Communicate about scheduled procedures, special appointments.
Ensure all forms/consents are ready before any procedure.
SOP 6: Complaint & Feedback Handling
Listen calmly to concerns.
Apologize politely for inconvenience.
Escalate major complaints to Clinic Manager immediately.
Note feedback in feedback register.
SOP 7: Closing Duty
Update daily register: Footfall, calls made, appointments booked.
Shut down computer, AC, lights.
Ensure cash collection is submitted to manager.
Organize the reception desk neatly.
Job Type: Full-time
Pay: ?12,000.00 - ?18,000.00 per month
Work Location: In person
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