To ensure every patient receives a friendly, professional, and smooth experience from arrival to departure.
Responsibilities
Welcome every patient politely.
Answer phone calls and WhatsApp messages.
Book, reschedule, and confirm appointments.
Register current patients and update patient records.
Coordinate with doctors and therapists.
Collect payments and issue receipts.
Maintain patient confidentiality.
Keep the reception area clean and organized.
Daily SOP
Opening
Arrive 15–30 minutes before opening.
Switch on lights, computer, and phone.
Check appointment schedule.
Ensure the reception area is clean and ready.
During Clinic Hours
Greet every patient with a smile.
Verify patient details.
Inform the doctor when the patient arrives.
Manage appointments and waiting time.
Answer calls and reply to WhatsApp messages professionally.
Handle billing and collect payments.
Book follow-up appointments.
Maintain accurate patient records.
Closing
Confirm the next day's appointments.
Complete billing and cash reconciliation.
Back up or update patient records.
Clean and organize the reception desk.
Switch off equipment and lock confidential documents.
Phone Etiquette
Answer calls within 3 rings.
Introduce the clinic and yourself.
Listen carefully to the patient's needs.
Provide clear and polite information.
End the call by thanking the patient.
Grooming Standards
Wear a clean and neat uniform.
Maintain good personal hygiene.
Keep a friendly and professional attitude.
Wear an ID card if required.
Important Rules
Always be polite and respectful.
Never discuss patient information with others.
Maintain punctuality.
Report any issues to the clinic manager immediately.
Ensure every patient has a positive experience before leaving.
This SOP is suitable for aesthetic clinics, dental clinics, skin clinics, and general healthcare clinics.