Receptionist Head – Role & Responsibilities

1. Front Office Team Management

- Supervise and manage all receptionists/front-desk staff.
- Prepare duty rosters and shift schedules.
- Allocate responsibilities among reception staff.
- Monitor attendance, punctuality and discipline.
- Train new receptionists on hospital procedures and systems.
- Conduct regular team briefings and performance reviews.

2. Patient Registration & Front Desk Operations

- Ensure smooth and accurate patient registration.
- Verify patient information and required documents.
- Ensure correct entry of patient details into the hospital system/HMIS.
- Manage OPD, IPD, follow-up and appointment-related processes.
- Ensure patients receive proper guidance regarding hospital services.
- Monitor patient waiting time and improve front-desk efficiency.

3. Patient & Attendant Handling

- Ensure patients and attendants receive skilled, courteous and compassionate service.
- Handle patient/attendant queries and complaints.
- Resolve routine issues at the reception level.
- Escalate serious complaints to the concerned department/management.
- Assist elderly patients, emergency patients and patients requiring special assistance.

4. Appointment & Doctor Coordination

- Coordinate with doctors and respective departments regarding appointments.
- Monitor appointment schedules.
- Manage cancellations, rescheduling and walk-in patients.
- Coordinate with OPD, Nursing, Billing and other departments to minimize delays.

5. Billing & Cash Coordination

If the Reception Head is responsible for billing as well:

- Supervise reception/billing transactions.
- Ensure correct billing information and documentation.
- Monitor cash/card/online payment procedures.
- Coordinate with the Accounts Department for daily reconciliation.
- Ensure proper handling and submission of receipts and reports.

If billing is handled separately by a Billing Head, the Reception Head should coordinate with Billing rather than directly manage cash operations.6.



Coordination With Hospital Departments

The Reception Head acts as an important link between the front desk and other departments:

- OPD & Doctors – appointments and patient flow
- Nursing – admission/discharge coordination
- Billing & Accounts – payments and billing queries
- Laboratory – test-related information
- Radiology – CT, MRI, X-ray, ultrasound appointments
- Pharmacy – medicine-related queries
- Housekeeping – cleanliness of reception/waiting areas
- Security – crowd and visitor management
- HR/Admin – staffing and operational issues

7. Patient Flow Management

- Monitor patient movement from registration → consultation → investigation → billing → pharmacy/discharge, depending on the patient's requirement.
- Identify bottlenecks and coordinate with departments to reduce waiting time.
- Ensure proper queue management.
- Give priority assistance to emergency and special-needs patients as per hospital policy.

8. Complaint & Grievance Management

- Receive and document patient complaints.
- Try to resolve complaints promptly.
- Maintain a Patient Complaint/Feedback Register.
- Escalate unresolved or serious complaints to management.
- Follow up to ensure appropriate closure.

9. Telephone & Communication Management

- Supervise incoming calls and reception enquiries.
- Ensure calls are transferred to the correct department.
- Monitor professional telephone etiquette.
- Ensure important messages are communicated accurately.

10. Documentation & Reporting

The Reception Head should maintain/monitor:

- Daily patient registration report
- OPD patient report
- Appointment report




- Admission/discharge coordination report
- Patient complaint register
- Feedback records
- Reception staff attendance
- Shift handover records
- Daily operational issues
- Lost & found records, if assigned

11. Quality & SOP Compliance

- Ensure reception staff follow hospital SOPs and policies.
- Maintain confidentiality of patient information.
- Ensure proper identification and verification procedures.
- Follow hospital standards for communication and patient service.
- Participate in quality audits and accreditation-related requirements, where applicable.

12. Staff Performance & Discipline

- Monitor staff behaviour and professionalism.
- Identify training requirements.
- Provide feedback and coaching.
- Report repeated misconduct, absenteeism or poor performance to HR.
- Conduct shift handovers effectively.

⭐ Key Skills Required

A good Receptionist Head should have:

- Excellent communication skills
- Patient-handling skills
- Leadership and team-management skills
- Problem-solving ability
- Basic computer/HMIS knowledge
- Knowledge of hospital processes
- Good telephone etiquette
- Conflict-management skills
- Ability to work under pressure
- Professional and empathetic attitude
- Basic knowledge of billing and insurance processes, if applicable

Simple Definition

Receptionist Head = Leader of the Hospital Front Office

Their main responsibility is to ensure:

“The right patient gets the right information, at the right time, through a smooth and professional reception process.”

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

- Food provided
- Paid sick time
- Paid time off
- Provident Fund

Ability to commute/relocate:

- Karjat, Maharashtra (Karjat): Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)

Education:

- Bachelor's (Preferred)

Experience:

- receptionist: 1 year (Preferred)

Language:

- Marathi Hindi English (Preferred)

Work Location: In person

📌 Reception Head / Front Office In-Charge (Karjat)
🏢 Raigad Hospital & Research Centre
📍 Karjat