- A. Patient Reception and Registration
- Welcome patients and visitors politely and professionally.
B. Appointment Management
- Schedule, confirm, reschedule and cancel appointments as required.
- Coordinate with doctors and departments regarding consultation timings.
- Inform patients about delays and revised consultation schedules.
- Manage walk-in patients and maintain the appointment queue.
C. Telephone and Communication
- Answer incoming calls promptly and courteously.
- Provide accurate information regarding hospital services, consultation timings and appointment procedures.
- Transfer calls to the appropriate departments.
- Respond to patient enquiries professionally.
- Escalate emergency calls immediately to the emergency medical team.
D. Billing and Payment Coordination
- Coordinate OP consultation billing and payment collection as authorised.
- Generate receipts and maintain accurate transaction records.
- Direct patients to the billing counter or insurance desk when required.
- Follow hospital procedures for cash, card and digital payments.
- Ensure all payments and billing entries are documented correctly.
E. Patient Coordination
- Coordinate with doctors, nurses, laboratory, pharmacy, accounts and emergency departments.
- Assist patients with directions and information about available services.
- Coordinate patient movement between reception, consultation rooms and diagnostic areas.
- Support insurance and cashless treatment enquiries by directing patients to the authorised team.
- Receive and communicate patient feedback to the concerned department.
F. Documentation and Records
- Maintain OP registration records, appointment registers and visitor records as applicable.
- Update patient details accurately in the hospital system.
- Maintain daily reports of registrations, appointments and walk-in patients.
- Protect patient records and maintain confidentiality.
- Ensure documents are filed and stored according to hospital policy.
G. Emergency and Safety Responsibilities
- Immediately notify the emergency team when a patient presents with an emergency.
- Never delay emergency escalation for registration or payment formalities.
- Maintain a clean, organised and qualified reception area.
- Follow hospital infection prevention, fire safety and emergency response procedures.
- Report complaints, incidents and unusual situations to the supervisor.