JOB DESCRIPTIONClinic Receptionist

Position: Clinic Receptionist

Department: Front Office / Patient Services

Reports To: Centre Manager / Front Office Manager

Location: Medscape Clinic

Employment Type: Full-Time

Work Schedule: As per Clinic Duty Roster

1. Position Overview

The Clinic Receptionist is the first point of contact for patients and visitors. The role is responsible for providing a professional, welcoming and efficient front-office experience while managing patient registration, appointments, billing coordination, enquiries, telephone calls and administrative support. The Receptionist must ensure that every patient receives courteous, timely and accurate assistance throughout their interaction with the clinic.

1. Key ResponsibilitiesA. Patient Reception & Registration

- Welcome patients and visitors courteously.
- Understand patient requirements and direct them to the appropriate service.
- Register new patients and update existing patient records.
- Verify patient demographic and contact details.
- Issue tokens, registration numbers and appointment details as applicable.
- Maintain confidentiality of patient information.
- Assist elderly, differently abled and priority patients appropriately.

B. Appointment Management
- Schedule, reschedule and cancel appointments as required.
- Coordinate appointments with doctors and specialists.
- Inform patients regarding consultation timings and changes in schedules.
- Manage walk-in patients according to clinic procedures.
- Maintain accurate appointment records.
- Coordinate with clinical staff regarding patient waiting status.

C. Patient Enquiry & Communication
- Handle telephone calls, WhatsApp enquiries and front-desk enquiries professionally.
- Provide accurate information regarding clinic services, consultation timings, diagnostics, pharmacy and other available services.
- Explain approved packages, services and procedures to patients.
- Direct clinical questions to the appropriate doctor or clinical team.
- Follow up on appointments when assigned.

D. Billing & Cash Counter Coordination
- Generate bills and receipts as per clinic procedures.
- Collect consultation, diagnostic and other applicable charges.
- Process approved discounts and offers.
- Maintain accurate cash/card/UPI transaction records.
- Perform cash reconciliation at the end of the shift where applicable.
- Escalate billing discrepancies immediately to the concerned authority.
- Never provide unauthorized discounts or financial commitments.

E. Patient Flow Coordination
- Coordinate patient movement from reception to consultation rooms, laboratory, pharmacy and other service areas.




- Monitor waiting time and communicate delays courteously.
- Coordinate with RMOs, nurses, doctors and diagnostic staff.
- Ensure smooth patient flow during peak hours.
- Give priority to emergency or clinically urgent cases as instructed by the clinical team.

F. Patient Experience
- Maintain a courteous, calm and patient-friendly approach.
- Listen to patient concerns and provide appropriate assistance.
- Handle minor service-related complaints professionally.
- Escalate complaints that require management intervention.
- Support patient feedback collection.
- Maintain a clean, organized and qualified reception area.

1. Administrative Responsibilities

- Maintain front-office registers and records.
- Prepare daily appointment and patient-flow reports.
- Maintain visitor and enquiry records where applicable.
- Coordinate documentation required for consultations and diagnostic services.
- Ensure availability of registration forms, consent forms and other front-office stationery.
- Support preparation of daily/monthly operational reports.
- Maintain proper handover between shifts.

1. Emergency & Safety Responsibilities

- Immediately inform the RMO / clinical team when a patient presents with an emergency or red-flag symptoms.
- Never delay emergency escalation for registration or billing formalities.
- Assist in directing emergency patients to the appropriate clinical area.
- Follow the clinic's emergency, fire-safety and incident-reporting procedures.
- Maintain awareness of emergency contact numbers and escalation protocols.

1. Pharmacy & Laboratory Coordination

Where applicable, the Receptionist shall:
- Guide patients regarding pharmacy and laboratory services.
- Coordinate diagnostic appointments.
- Inform patients about approved laboratory packages and procedures.
- Coordinate with the laboratory team for sample collection and reporting.
- Coordinate with the pharmacy team for patient requirements.
- Avoid providing medical interpretation of laboratory reports or medication advice.

1. Customer Service Standards

The Receptionist is expected to:
- Greet patients with professionalism and respect.
- Use clear and polite communication.
- Avoid arguments or confrontational behaviour.
- Maintain patient privacy at the reception counter.
- Provide accurate information and avoid making assumptions.




- Escalate unresolved issues rather than arguing with patients.
- Maintain a professional appearance and positive attitude.

1. Key Performance Indicators (KPIs)KPIPerformance AreaPatient ServiceCourtesy, professionalism and patient satisfactionRegistration AccuracyAccuracy of patient recordsAppointment ManagementAppointment accuracy and coordinationWaiting TimeEfficient patient-flow managementBilling AccuracyCorrect billing and collectionEnquiry HandlingResponse quality and turnaround timeComplaint HandlingAppropriate resolution/escalationAttendancePunctuality and roster complianceDocumentationAccuracy and completeness of recordsTeam CoordinationCoordination with doctors and clinical staffShift HandoverTimely and accurate handover8. Qualification & Experience

Minimum Qualification:

- Plus Two / Higher Secondary.

Preferred:

- Graduate in any discipline.
- Diploma/Certificate in Hospital Administration, Healthcare Management or Front Office Management.

Experience:

- 1–3 years of experience in a hospital, clinic, diagnostic centre, hotel front office or customer-service environment preferred.
- Freshers with excellent communication and customer-service skills may be considered.

1. Required Skills

- Excellent verbal communication skills.
- Good interpersonal and customer-service skills.
- Basic computer knowledge.
- Ability to use billing and hospital/clinic management software.
- Good typing and data-entry skills.
- Ability to handle cash and digital payments accurately.
- Ability to work under pressure during peak hours.
- Good telephone etiquette.
- Ability to communicate in English and Malayalam; Hindi/other languages will be an advantage.

1. Professional Conduct & Confidentiality

The Receptionist shall:
- Maintain strict confidentiality of patient information.
- Follow clinic policies, SOPs and applicable healthcare regulations.
- Never disclose patient information to unauthorized persons.
- Never provide clinical advice, diagnosis or medication recommendations.
- Follow approved pricing, billing and discount policies.
- Maintain professional behaviour with patients, doctors, visitors and colleagues.
- Report incidents, complaints, errors and near-misses to the appropriate supervisor.

1. Reporting

The Receptionist shall report to the Centre Manager / Front Office Manager and coordinate closely with:

- Resident Medical Officers
- Doctors & Specialists
- Nursing Team
- Laboratory Team
- Pharmacy Team
- Billing / Accounts Team
- PRO / Business Development Team
- Centre Administration

Pay: ₹15,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Wanted Front Office Executive ( Male / Female ) (Thrippunithura)
🏢 Medscape Clinic
📍 Thrippunithura