The Receptionist is responsible for managing the front desk and serving as the first point of contact for patients, attendants, visitors, doctors, consultants, and other stakeholders.

The position requires professional communication, courteous patient handling, accurate appointment coordination, proper maintenance of records, and effective coordination with different departments to ensure smooth and efficient patient flow.

The Receptionist must maintain a professional appearance and behaviour at all times and ensure that every patient receives a respectful, organised, and positive experience from arrival to departure.

2. Key ResponsibilitiesA. Reception & Patient Handling

Welcome and greet patients, attendants, visitors, and doctors courteously and professionally.
Attend to patients at the reception counter and understand their requirements accurately.
Provide appropriate information regarding consultations, appointments, procedures, services, timings, and general hospital processes.
Guide patients to the appropriate department, doctor, consultation room, procedure area, pharmacy, laboratory, billing counter, or other required location.
Maintain proper queue and patient flow at the reception area.
Handle patient enquiries professionally without creating confusion or unnecessary delays.
Give priority and immediate attention to emergency or clinically urgent situations by promptly informing the concerned department or responsible person.
Maintain confidentiality of patient information and organisational information.

B. Appointment & Booking Management

Schedule, confirm, reschedule, and cancel patient appointments as per the approved appointment system.
Maintain accurate appointment records and ensure that booking information is entered correctly.
Coordinate with doctors, consultants, nursing staff, procedure departments, and other concerned teams regarding appointments.
Inform patients regarding appointment timings and any changes in doctor availability.
Follow the approved appointment-slot system without making unauthorised changes.
Avoid overbooking and ensure proper coordination when appointment slots are full.
Monitor patient waiting time and communicate delays professionally.
Coordinate walk-in patients according to the availability and instructions of the concerned department.

C. Telephone & Communication Handling

Answer incoming calls promptly and professionally.
Identify the purpose of the call and provide appropriate information within the scope of responsibility.
Transfer calls to the appropriate department or staff member when required.
Take accurate messages when the concerned person is unavailable.
Make appointment confirmation and follow-up calls as instructed.
Handle patient enquiries through approved communication channels.
Maintain professional telephone etiquette at all times.
Do not provide medical advice, diagnosis, treatment recommendations, or information outside the employee's authorised scope.

D. Patient Registration & Records

Register new patients accurately in the approved system/register.
Verify and update patient information whenever required.
Ensure that patient details are entered correctly without duplication or omission.
Maintain proper records of appointments, registrations, and relevant reception activities.
Ensure that patient documents are handled carefully and confidentially.
Coordinate with concerned departments for missing or required patient information.

E. Billing & Payment Coordination

Coordinate with the Billing Department regarding consultation, procedure, package, or other applicable charges.
Direct patients to the appropriate billing/payment process.
Ensure that patients receive correct information regarding the payment process within the receptionist's authorised responsibility.
Do not independently modify charges, provide unauthorised discounts, or make financial commitments on behalf of management.
Immediately escalate billing discrepancies or patient complaints relating to payments to the Billing Department / Department Head.

F. Coordination With Departments

The Receptionist shall maintain effective coordination with:

Doctors and Consultants
Nursing Department
Procedure Department
Billing Department
Pharmacy
Laboratory
Marketing / Calling Team
Housekeeping / Facility Team
HR Department
Management

The employee must ensure that patient-related information is communicated accurately and promptly to the concerned department.

G. Patient Experience & Complaint Handling

Maintain a calm, respectful, and patient-focused approach even during busy hours.
Listen carefully to patient concerns and respond professionally.
Avoid arguments, confrontation, or inappropriate communication with patients or attendants.
Handle routine concerns within the employee's authority.
Escalate serious complaints, conflicts, service issues, or sensitive matters immediately to the concerned Department Head / HR / Management.
Never make promises regarding refunds, compensation, treatment outcomes, doctor decisions, or management decisions without proper authorisation.

H. Front Office Administration

Maintain cleanliness, order, and professional presentation of the reception area.
Ensure that reception-related registers, forms, stationery, and documents are properly maintained.
Monitor the availability of required reception materials and report shortages to the concerned person.
Maintain proper handover of pending matters between shifts.
Ensure that all reception duties are completed before leaving the workplace.
Follow the approved opening and closing procedures of the reception desk.

3. Professional Conduct

The Receptionist is expected to:

Maintain professional behaviour at all times.
Follow the organisation's policies, procedures, instructions, and reporting structure.
Maintain punctuality and regular attendance.
Wear the prescribed uniform / professional dress code and maintain proper grooming.
Use respectful and appropriate language with patients, colleagues, doctors, consultants, and management.
Maintain confidentiality of patient, employee, doctor, financial, and organisational information.
Avoid favouritism or preferential treatment.
Avoid unnecessary personal conversations during working hours.
Avoid arguments or inappropriate behaviour within the workplace.
Maintain discipline and professionalism even during high-pressure situations.

4. Patient Confidentiality

The Receptionist shall maintain strict confidentiality regarding:

Patient names and personal information
Contact details
Medical records
Consultation details
Treatment and procedure information
Billing and payment information
Doctor/consultant information
Internal hospital information
Employee information
Management decisions and confidential communications

Patient or organisational information shall not be disclosed to unauthorised persons or shared through personal social-media accounts, messaging platforms, photographs, screenshots, or other unauthorised channels.

5. Systems & Documentation

The Receptionist may be required to operate:

Hospital / Clinic Management Software
Appointment Booking System
Patient Registration System
Telephone / EPABX System
WhatsApp or other officially approved communication systems
Attendance / Punching System
Computer and email systems
Relevant registers and documentation

Accuracy in data entry and documentation is mandatory.

6. Escalation Responsibility

The Receptionist must immediately escalate matters involving:

Medical emergencies
Serious patient complaints
Aggressive or abusive behaviour
Billing disputes
Unauthorised discounts or financial issues
Doctor availability issues
Appointment conflicts that cannot be resolved within authority
Patient privacy or confidentiality concerns
Staff misconduct noticed at the reception/front-office area
Any situation that may affect patient safety or organisational reputation

The Receptionist must not independently take decisions beyond the authority assigned by management.

7. Attendance & Shift Requirements

The employee shall report for duty according to the assigned shift.
The employee must follow the organisation's attendance and punching procedures.
Punctuality is mandatory.
The employee may be required to work rotational shifts, weekends, Sundays, public holidays, or extended hours based on operational requirements, subject to applicable policy and law.
Any leave must be obtained through the approved leave procedure and prior approval must be obtained wherever required.
Unauthorised absence or leaving the workplace during duty hours without permission may be treated as a disciplinary matter.

8. Key Performance Indicators (KPIs)

Performance may be evaluated based on:

Patient handling and service quality
Appointment accuracy
Telephone handling and communication
Patient waiting-time management
Accuracy of patient registration and data entry
Coordination with doctors and departments
Complaint handling and escalation
Attendance and punctuality
Compliance with hospital policies and procedures
Professional appearance and conduct
Teamwork and interdepartmental coordination
Confidentiality and data protection
Overall patient experience

9. Qualifications & Skills

Minimum Qualification:

Higher Secondary / Diploma / Graduate qualification preferred.

Preferred Experience:

Previous experience in hospital, clinic, healthcare, front office, reception, customer service, or similar roles is preferred.

Required Skills:

Good communication skills
Patient-friendly attitude
Basic computer knowledge
Appointment management skills
Telephone etiquette
Good organisational skills
Ability to multitask
Basic English and Malayalam communication skills
Professional appearance and behaviour
Ability to work under pressure
Team coordination skills

Pay: ₹12,000.00 - ₹14,000.00 per month

Work Location: In person

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