Key Responsibilities
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 skilled reception area.
Follow hospital infection prevention, fire safety and emergency response procedures.
Report complaints, incidents and unusual situations to the supervisor.