Receptionist and Call Centre Executive

Role & responsibilities

1. Reception Duties:

• Greet patients, visitors, and staff with a warm and welcoming demeanor.
• Manage the check-in and check-out process, including verifying patient information, scheduling appointments, and handling paperwork.
• Maintain a clean and organized reception area.
• Provide information about the hospitals services, facilities, and policies.
• Attending Internal Extension Calls.
• Attending IPD Patients who come for admission, ensuring their assigned room is ready by confirming with the floor in charge and guiding them to their respective floor/ room.
• OPD Patients: Helping them in filling the OPD forms, registering their details in HMIS and CRM if in case of walk in OPD patient, Preparing OPD Cash Receipt and then Coordinating with the first-floor reception to direct them to RMO for pre- consultation checkup.
• Helping Follow up patients who come for assessment after every 3 & 6 month. Helping them to fill the follow up forms and sending them to respective floor for assessment.
• In-case of shifting IPD patient to another hospital. Front desk team is responsible to Coordinate with the ambulance service immediately and ensuring the ambulance reaches on time and coordinate with RMO to shift the patient. Also maintain the record of time ambulance reached and left.
• Front desk team is responsible to arrange cabs for the patients as in when it's required and demanded by the patient, they are also responsible to arrange cab for test and are expected to work in coordination with the staff who is posted at the scan centers
• At MRI & Pet Scan Centers: It is expected that the candidate should learn all the responsibilities for coordination
• Maintain record of expenses (i.e. News Papers etc.)

2. Call Center Duties:

• Answer inbound calls promptly and professionally, addressing inquiries, scheduling appointments, and directing calls to the appropriate departments.
• Make outbound calls to follow up with patients, confirm appointments, and conduct satisfaction surveys.
• Handle patient complaints and concerns with empathy and efficiency, escalating issues to the appropriate personnel when necessary.
• Document all call interactions accurately in the hospitals CRM system.
• Checking emails, tawkto & WhatsApp queries, add them in CRM for Call back.
• Prepare Virtual OPD list & Share with Coordinators/ doctors 2 days prior of OPD.
• Prepare In house OPD list.
• Outbound calls to Facebook, Webinar & Seminar Lead, informing about treatment done by our hospital adding Patient details in CRM for Coordinator/ Doctor call back for costing & medical queries.
• Preparation of Outstation camp sheet whenever the camp is scheduled, call potential patients, inform them about the camp, schedule their appointment in CRM.
• Ensure appointment details (i.e. address, time) are shared with all outstation & in house OPD patients.
• Follow-up calls to treated patients post discharge 2 days, after completion of 3 months & 6 months treatment & Schedule there appointments accordingly.
• Update Physical, Virtual OPD & Physical, Virtual follow-up 1 day prior to ensure everyone is informed for smooth coordination.

3. Administrative Support:

• Assist with the preparation and maintenance of patient records and documentation.
• Coordinate with medical staff and other departments to ensure smooth patient flow and efficient service delivery.
• Manage incoming and outgoing mail, packages, and deliveries.
• Perform other clerical duties such as filing, photocopying, and faxing as required.

4. Customer Service:

• Provide compassionate and attentive service to patients and their families, addressing their needs and concerns promptly.
• Educate patients about hospital procedures, treatments, and resources available for neurological care.
• Ensure patient confidentiality and adhere to HIPAA and other regulatory requirements.

5. Transportation:

• Preparation of International Patients arrival List.
• Allocate patient care executive for Pickup of International / Domestic Patients to pickup them from the airport.
• Share pickup details with Travels team to arrange the car as per arrival time of patients accordingly.
• Share pickup executive details with patients on Email / WhatsApp two days prior of arrival.
• Ensure pickup executive & car is available at the airport before arrival of patients by following-up on call.
• Coordinate with Hospitality manager to arrange Cab for drop of Patients.
• Ensure pickup executive & car is available at the airport before arrival of patients by following-up on call.

6. Special Test:

• Assign an executive at the Test Centre to coordinate with patient, whenever the Special test is scheduled.

7. Technology and Systems:

• Utilize the hospitals CRM and other software systems efficiently to manage appointments, patient records, and communication logs.
• Stay updated on new technologies and systems relevant to the role.

8. In case of Emergency:

• The front desk executive is one of the front liners to respond in case of any emergency situations such as Code Blue and Code Red.
• To inform the Heads of all departments and help in handling the situation in a better way.

Qualifications:

• Minimum graduate in any stream.
• Proven experience as a receptionist, call center representative, or similar role, preferably in a healthcare setting.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Proficient in Microsoft Office.
• Ability to maintain a professional and calm demeanor in a fast-paced environment.
• Empathetic and patient-oriented approach to service.

Preferred Qualifications:

• Experience in a hospital or medical office
• Bilingual abilities to communicate effectively with a diverse patient population.

Rotational Shift Compulsory and Preferably Male Candidates