Department: Front Office / Patient Services
Location: Hopewell Hospital, Ranchi
Reporting To: Front Office Manager / Hospital Administrator
Position Summary
The Receptionist cum Telecaller is the first point of contact for patients, attendants, doctors, corporate clients, and visitors. This role combines front office operations with proactive patient communication, appointment management, enquiry handling, follow-up calls, and lead conversion while ensuring an exceptional patient experience.
The employee represents the hospital's image and is expected to maintain professionalism, empathy, confidentiality, and efficiency at all times.
Key Responsibilities
A. Front Office & Reception
- Welcome patients and visitors professionally.
- Register recent patients and retrieve existing patient records.
- Verify patient demographics and contact information.
- Manage appointment scheduling for consultants.
- Coordinate walk-in and booked appointments.
- Issue OPD registration slips.
- Guide patients to departments and consultants.
- Handle patient enquiries politely.
- Manage visitor flow and waiting areas.
- Maintain reception cleanliness and organization.
- Coordinate with security for visitor management.
- Handle VIP patients as per protocol.
- Assist elderly and differently-abled patients.
- Maintain patient confidentiality.
B. Telephone Operations
- Answer all incoming calls within three rings.
- Transfer calls accurately.
- Record missed calls.
- Handle enquiry calls professionally.
- Provide accurate information regarding:
- Doctors
- OPD timings
- Departments
- Packages
- Health Checkups
- Diagnostic services
- Admission process
- Insurance facilities
- Escalate complaints appropriately.