Receptionist cum Telecaller

Department : Front Office / Patient Services Location : Hopewell Hospital, Ranchi Reporting To : Front Office Manager / Hospital Administrator

Position Summary

The Receptionist cum Telecaller is the first point of contact for patients, attendants, doctors, corporate clients, and visitors. This role combines front office operations with proactive patient communication, appointment management, enquiry handling, follow-up calls, and lead conversion while ensuring an exceptional patient experience.

The employee represents the hospital's image and is expected to maintain professionalism, empathy, confidentiality, and efficiency at all times.

Key Responsibilities

A. Front Office & Reception

- Welcome patients and visitors professionally.
- Register new patients and retrieve existing patient records.
- Verify patient demographics and contact information.
- Manage appointment scheduling for consultants.
- Coordinate walk-in and booked appointments.
- Issue OPD registration slips.
- Guide patients to departments and consultants.
- Handle patient enquiries politely.
- Manage visitor flow and waiting areas.
- Maintain reception cleanliness and organization.
- Coordinate with security for visitor management.
- Handle VIP patients as per protocol.
- Assist elderly and differently-abled patients.
- Maintain patient confidentiality.

B. Telephone Operations

- Answer all incoming calls within three rings.

- Transfer calls accurately.

- Record missed calls.

- Handle enquiry calls professionally.

- Provide accurate information regarding:

- Doctors

- OPD timings

- Departments

- Packages

- Health Checkups

- Diagnostic services

- Admission process

- Insurance facilities

- Escalate complaints appropriately.

C. Telecalling Responsibilities

Appointment Confirmation





- Confirm next day's appointments.
- Send reminders.
- Reduce no-shows.

Follow-up Calls

Call patients for :

- Missed appointments
- Review visits
- Diagnostic reports
- Health packages
- Vaccination reminders
- Annual health checkups
- Surgery follow-ups
- Patient feedback

Marketing Calls

Coordinate with marketing department for :

- Health camps
- Screening camps
- New consultant launches
- Promotional packages
- Corporate tie-ups
- Awareness programs

Lead Management

- Call digital leads.
- Call website enquiries.
- Call WhatsApp enquiries.
- Convert enquiries into appointments.
- Update CRM immediately after every call.

D. Patient Experience

- Resolve simple patient concerns.
- Escalate unresolved complaints.
- Ensure minimum waiting time.
- Inform patients regarding delays.
- Keep patients updated.

E. Billing Coordination

- Coordinate with billing department.
- Verify patient category.
- Guide patients regarding payment process.
- Explain available payment modes.
- Coordinate cashless enquiry routing.

F. Documentation

Maintain :

- Visitor register
- Appointment register
- Missed call register
- Daily enquiry log
- Call reports
- Follow-up reports
- Feedback reports

G. Coordination

Coordinate effectively with :

- Doctors
- Nursing
- Diagnostics
- Laboratory
- Radiology
- Pharmacy
- Billing
- TPA Desk
- Casualty
- Housekeeping
- Security

Daily Responsibilities





- Reception opening checklist.
- Telephone functionality check.
- Appointment confirmation calls.
- Follow-up calls.
- New enquiry calls.
- CRM updating.
- Visitor management.
- Closing checklist.

Key Performance Indicators (KPIs)Reception

- Average patient registration time
- Average waiting time
- Queue management efficiency
- Number of patient complaints
- Patient satisfaction score
- Reception cleanliness audit score

Telecalling

- Calls made per day
- Calls connected
- Appointment confirmations
- No-show reduction percentage
- Follow-up completion rate
- Lead conversion rate
- Appointment booking conversion
- Feedback collection percentage

Communication

- Call quality score
- Greeting compliance
- Information accuracy
- Complaint handling score

Skills Required :

- Excellent communication skills (Hindi, English; regional language preferred)
- Pleasant personality
- Professional grooming
- Telephone etiquette
- Customer service orientation
- Active listening
- Computer proficiency
- Rapid typing skills
- CRM/HMIS knowledge
- Multitasking ability
- Time management
- Conflict resolution
- Emotional intelligence

Educational Qualification

- Graduate preferred.
- Diploma in Front Office/Customer Service is an added advantage.
- Healthcare experience preferred.

Experience

- 1-3 years in hospital reception, customer care, BPO, or telecalling.
- Freshers with excellent communication skills may also be considered.

Behavioural Competencies

- Patient-centric attitude
- Professional appearance
- Positive attitude
- Empathy
- Courtesy
- Confidentiality
- Teamwork
- Reliability
- Accountability
- Calm under pressure

Performance Standards

**The Receptionis

📌 Receptionist, Telecaller (Ranchi)
🏢 Hopewell Hospital
📍 Ranchi