Front Office Receptionist – Patient Relations & CommunicationOmKilkari Multispeciality Hospital

Shri Nagar Colony, Paharia, Varanasi – 221007, Uttar Pradesh

Be the First Smile Our Patients See

About OmKilkari Multispeciality Hospital

OmKilkari Multispeciality Hospital, Varanasi is a growing multispeciality healthcare institution providing comprehensive medical and surgical services across multiple specialties.

The hospital has services across Maternity & Women’s Health, Paediatrics & Child Care, Cardiology, Neurology/Neurosciences, Urology, General Medicine, General Surgery, Critical Care, Emergency Services, Operation Theatre and other specialty services.

With a strong focus on patient-centric care, clinical excellence, patient safety and NABH-oriented quality systems, OmKilkari is committed to providing a professional and compassionate healthcare experience.

We are looking for a professional, pleasant, well-organized and patient-focused Front Office Receptionist who will serve as the first point of contact for patients and visitors and will also manage telephone, WhatsApp and other patient communication channels.

1. POSITION DETAILS

Particular

Details

Position

Front Office Receptionist – Patient Relations & Communication

Department

Front Office / Reception

Employment Type

Full-Time

Location

Shri Nagar Colony, Paharia, Varanasi – 221007

Experience

Minimum 2 years preferred

Industry Experience

Hospital / Healthcare experience preferred

Education

Graduate preferred

Computer Skills

Good computer knowledge

Communication

Excellent Hindi & English communication

Salary

Competitive / Negotiable

2. JOB PURPOSE The Receptionist will be responsible for managing the hospital's front desk, patient reception, appointments, enquiries and communication channels.

The role combines

Front Office + Patient Relations + Appointment Coordination + WhatsApp Enquiry Management + Telephone Communication The candidate will ensure that every patient and attendant receives prompt, courteous, accurate and skilled assistance from their first interaction with the hospital.

3. KEY RESPONSIBILITIESA. Front Desk & Patient Reception

- Greet and welcome patients, attendants and visitors professionally.
- Serve as the first point of contact for patients visiting the hospital.
- Understand patient requirements and guide them to the appropriate department, doctor or service.
- Assist patients with registration and appointment procedures.
- Provide accurate information regarding doctors, departments, consultation timings and hospital services.
- Handle patient and visitor queries politely and efficiently.
- Maintain a welcoming, organized and professional reception area.
- Assist patients in navigating the hospital and locating departments.

4. Appointment Management

- Schedule, confirm, reschedule and cancel patient appointments as required.
- Coordinate appointments with consultants and respective departments.
- Maintain accurate appointment records.
- Inform patients regarding consultation timings and changes.
- Coordinate with doctors' consultation areas to manage patient flow.
- Follow up on appointment requests received through telephone and WhatsApp.
- Minimize avoidable waiting-time issues through effective coordination.
- Maintain records of appointments and pending appointment requests.

5. WhatsApp Enquiry & Communication Management The Receptionist will be responsible for professionally managing WhatsApp enquiries and patient communicationreceived through the hospital's authorized WhatsApp number.

Responsibilities include:

- Respond promptly and professionally to patient enquiries received through WhatsApp.
- Handle enquiries regarding:
- Doctor availability
- Consultation timings
- Appointments
- Hospital departments
- Maternity and pregnancy-related services
- Gynaecology services
- Paediatric and child-care services
- Cardiology
- Neurology / Neurosciences
- Urology
- General Medicine
- General Surgery
- Diagnostics and investigations
- Admission-related information
- Hospital facilities and services
- Convert genuine enquiries into appointments wherever appropriate.
- Follow up with patients who have made enquiries but have not yet booked an appointment.
- Maintain records of WhatsApp enquiries, follow-ups and appointment conversions.
- Coordinate WhatsApp enquiries with the relevant department or consultant.
- Ensure pending enquiries are followed up within the appropriate time.
- Maintain shift-wise handover of pending conversations and follow-ups.
- Use approved hospital templates and communication formats where applicable.
- Share only authorized and verified hospital information.

Important The Receptionist must not provide medical diagnosis, treatment advice or clinical opinions through WhatsApp or telephone.



Medical queries must be forwarded to the appropriate doctor or authorized clinical team. Urgent or emergency messages must be immediately escalated to the appropriate clinical/emergency team.

6. Telephone & Communication Management

- Handle incoming and outgoing hospital calls professionally.
- Respond to telephone enquiries regarding doctors, departments, appointments and hospital services.
- Transfer calls to the appropriate department or staff member.
- Take accurate messages and ensure timely communication.
- Confirm appointments through telephone when required.
- Conduct follow-up calls for pending appointments/enquiries.
- Maintain professional telephone etiquette.
- Coordinate communication between patients and hospital departments.

7. Patient Registration & Records

- Register new and existing patients accurately.
- Verify basic patient information and required documentation.
- Maintain patient registration records.
- Ensure accurate entry of patient information into the hospital's software/HMIS, where applicable.
- Coordinate with Billing, Medical Records, Admission and clinical departments.
- Maintain confidentiality of patient information.
- Follow hospital procedures for patient identification and documentation.

8. Patient Relationship Management The Receptionist will contribute to a positive patient experience by:

- Understanding patient concerns and requirements.
- Providing courteous and empathetic assistance.
- Guiding patients to the appropriate service.
- Following up on unresolved enquiries.
- Escalating complaints to the appropriate supervisor/department.
- Supporting appointment conversion and patient retention.
- Maintaining professional communication throughout the patient journey.
- Ensuring patients and attendants feel welcomed and supported.

9. Multispeciality Department Coordination The Receptionist will coordinate with various hospital departments, including:

- Maternity & Obstetrics
- Gynaecology
- Paediatrics & Child Care
- NICU / Neonatal Care
- Cardiology
- Neurology / Neurosciences
- Urology
- General Medicine
- General Surgery
- ICU / Critical Care
- Emergency
- Operation Theatre
- Laboratory
- Radiology / Diagnostics
- Pharmacy
- Billing & Accounts
- Admission / Discharge
- Medical Records
- Administration

The objective is to ensure smooth patient movement, accurate information and effective interdepartmental communication. 10. Patient Experience & Customer Service

- Provide courteous, compassionate and professional service.
- Listen carefully to patient and attendant concerns.
- Maintain a calm and professional approach during high-pressure situations.
- Assist elderly patients, pregnant women, children and attendants appropriately.
- Handle routine complaints professionally and escalate unresolved matters.
- Maintain a positive and welcoming reception environment.
- Support the hospital's commitment to patient-centric healthcare.

11. Front Office Administration

- Maintain reception registers and records.
- Maintain appointment and enquiry records.
- Maintain WhatsApp enquiry and follow-up records.
- Maintain visitor-related records where required.
- Handle basic correspondence and documentation.
- Maintain proper shift handover.
- Ensure reception equipment and communication channels are operational.
- Follow front-office SOPs and hospital policies.

12. NABH & Patient Safety The Receptionist will be expected to follow the hospital's NABH-oriented quality and patient-safety practices, including:

- Correct patient identification.
- Confidential handling of patient information.
- Proper registration and appointment procedures.
- Accurate documentation.
- Respect for patient rights and privacy.
- Professional communication.
- Appropriate escalation of complaints and emergencies.
- Compliance with hospital SOPs.
- Appropriate infection-prevention practices at the front desk.
- Supporting a patient-friendly and quality-focused environment.

13. Emergency & Special Situations The Receptionist must:

- Recognize and appropriately escalate emergency situations.
- Immediately inform the Emergency/clinical team when required.
- Direct patients and attendants to the Emergency Department.
- Avoid unnecessary delays in emergency cases.
- Maintain calm and professional communication.
- Follow hospital emergency and escalation protocols.

14. Candidate ProfileEssential

- Minimum 2 years of relevant work experience preferred.
- Graduate preferred.




- Good computer knowledge.
- Excellent communication and interpersonal skills.
- Good command of Hindi and English.
- Pleasant, confident and presentable personality.
- Patient-focused and service-oriented approach.
- Ability to multitask effectively.
- Ability to work under pressure.
- Willingness to work in shifts, including weekends/holidays as required.

Highly Preferred

- Previous experience as:
- Hospital Receptionist
- Front Office Executive
- Patient Relation Executive
- Hospital Coordinator
- Customer Relationship Executive
- Experience in a Multispeciality Hospital.
- Healthcare/hospital front-office experience.
- Experience handling WhatsApp Business enquiries.
- Experience with appointment scheduling and patient follow-up.
- Knowledge of hospital software/HMIS.
- Experience in NABH-accredited or NABH-oriented hospitals.
- Experience dealing with maternity, paediatric and multispeciality patients.

15. KEY SKILLS REQUIREDCommunication Skills

- Excellent verbal communication
- Hindi & English communication
- Professional telephone etiquette
- Patient counselling at a non-clinical/service level
- Active listening

Digital Communication

- WhatsApp Business communication
- WhatsApp enquiry management
- Patient follow-up
- Appointment confirmation
- Digital communication etiquette
- Basic email communication

Computer Skills

- Basic computer operations
- MS Office
- Email and internet
- Hospital software / HMIS preferred

Patient Relations

- Patient enquiry handling
- Appointment coordination
- Complaint handling
- Patient relationship management
- Lead/enquiry follow-up
- Appointment conversion

Personality

- Pleasant and welcoming
- Well-groomed and presentable
- Patient and empathetic
- Confident
- Organized
- Professional under pressure

16. KEY PERFORMANCE INDICATORS (KPIs) Performance will be evaluated based on:

Front Office Performance

- Quality of patient reception
- Patient satisfaction
- Registration accuracy
- Appointment accuracy
- Patient-flow coordination

WhatsApp & Digital Enquiry Management

- Response time
- Number of enquiries handled
- Follow-up completion rate
- Appointment conversion from enquiries
- Accuracy of information communicated
- Pending enquiry management
- Quality of digital communication

Telephone Communication

- Call handling quality
- Response time
- Appointment coordination
- Follow-up effectiveness

Patient Relations

- Complaint handling
- Patient experience
- Professional conduct
- Communication quality

Compliance

- Documentation accuracy
- Hospital SOP compliance
- Patient confidentiality
- NABH-oriented practices

17. WHAT WE OFFERProfessional Work Environment Opportunity to work in a growing multispeciality hospital.

Growth & Learning Opportunities

Exposure to multiple medical specialties and healthcare administration.

Supportive Healthcare Team

Work closely with doctors, nurses, administrative and clinical teams.

Patient-Centric Culture

Be part of a team committed to providing a positive and compassionate patient experience.

Competitive Salary

Salary based on qualification, experience and overall suitability.

18. WHY JOIN OMKILKARI MULTISPECIALITY HOSPITAL?

- Work in a growing multispeciality healthcare environment.
- Exposure to multiple clinical departments and specialties.
- Opportunity to develop healthcare front-office and patient-relations skills.
- Work with a professional and supportive healthcare team.
- Exposure to structured hospital systems and NABH-oriented practices.
- Opportunity to develop skills in digital patient communication and enquiry management.
- Play a key role in creating a positive first impression and complete patient experience.

19. EMPLOYMENT DETAILS Position: Front Office Receptionist – Patient Relations & CommunicationDepartment: Front Office / ReceptionHospital: OmKilkari Multispeciality HospitalHospital Type: Multispeciality HospitalEmployment: Full-TimeLocation: Shri Nagar Colony, Paharia, Varanasi – 221007Experience: Minimum 2 years preferredEducation: Graduate preferredHospital Experience: PreferredComputer Knowledge: RequiredWhatsApp Communication: RequiredLanguage: Hindi & EnglishSalary: Competitive / Negotiable

APPLY NOW

Interested and eligible candidates are requested to send their updated CV for consideration.

Email [email protected]

WhatsApp CV

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Email Subject

Application – Front Office Receptionist – Varanasi

Shortlisted candidates will be contacted for further discussion and interview.

JOIN OMKILKARI MULTISPECIALITY HOSPITALBe the First Smile Our Patients SeeCARE HEAL SAVE LIVES

OmKilkari Multispeciality HospitalShri Nagar Colony, Paharia, Varanasi – 221007, Uttar Pradesh

Pay: ₹12,000.00 - ₹25,000.00 per month

Benefits

- Cell phone reimbursement

Work Location: In person

📌 Front Office Receptionist – Patient Relations & Communication (Varanasi)
🏢 OM Kilkari Multispeciality Hospital
📍 Varanasi