To ensure smooth front-office and OPD operations by providing courteous patient assistance, coordinating appointments and consultations, maintaining accurate patient information, and facilitating seamless patient movement across hospital services.

1.

Patient

Reception & Registration

- Welcome and assist patients and attendants in a courteous and skilled manner.
- Register new patients and verify/update demographic details of existing patients in the Hospital Information System (HIS).
- Ensure accuracy of patient details and registration records.
- Provide appropriate information regarding OPD services, consultation locations, and hospital facilities.

2. Appointment & Doctor Coordination

- Schedule, reschedule, and confirm patient appointments based on doctor availability.
- Coordinate with Consultants and clinical teams regarding OPD schedules, delays, cancellations, and changes in clinic timings.
- Inform patients regarding appointment changes and guide them accordingly.
- Manage walk-in patients and appointments effectively to support smooth patient flow.

3. OPD Patient Flow Management

- Coordinate patient movement from registration to consultation, investigations, pharmacy, billing, and other service areas.
- Monitor patient waiting time and take necessary action to minimize delays.
- Coordinate with nursing, doctors, diagnostics, billing, and other departments for timely patient services.
- Support smooth functioning of OPD clinics during peak hours and high patient volumes.

4.

Patient

Service & Query Handling

- Attend to patient and attendant queries promptly and professionally.
- Provide clear information regarding hospital processes and services within the defined scope of responsibility.
- Handle minor patient concerns and escalate unresolved complaints to the Operations/Patient Relations team.
- Ensure a positive, respectful, and patient-friendly experience at the OPD front desk.

5. Billing & Service Coordination





- Guide patients regarding billing counters, consultation charges, investigations, and payment processes.
- Coordinate with Billing and Insurance/TPA teams wherever required.
- Ensure patients are appropriately directed for laboratory, radiology, pharmacy, procedures, and follow-up services.

6. Documentation & MIS

- Maintain required OPD registers, records, appointment details, and departmental documentation.
- Ensure accurate and timely data entry in HIS.
- Prepare or support daily OPD statistics, patient count, appointment status, and other MIS requirements.
- Maintain confidentiality of patient information and hospital records.

7.

Front Office

Administration

- Maintain the front desk and patient-facing areas in an organized and professional manner.
- Ensure availability of required forms, stationery, and patient information materials.
- Coordinate with housekeeping, IT, maintenance, security, and other support departments for operational requirements.
- Report system issues, facility concerns, or service disruptions to the concerned team promptly.

8. Quality & Compliance

- Follow hospital SOPs, patient safety practices, infection-control requirements, and service standards.
- Maintain patient privacy, confidentiality, and dignity at all times.
- Support internal audits, quality initiatives, and accreditation-related requirements.
- Adhere to grooming, attendance, communication, and customer-service standards defined by the hospital.

9.

General

Responsibility

- Perform any other operational, administrative, front-office, or patient-service responsibilities assigned by the Reporting Manager or Hospital Management from time to time based on organizational requirements.

Key Performance Indicators (KPIs)

- Patient registration accuracy
- Appointment management accuracy
- OPD patient waiting time
- Patient satisfaction and service quality
- Query/complaint resolution
- Accuracy of HIS entries and documentation
- Timely coordination with doctors and departments
- Adherence to hospital SOPs and service standards

📌 Secretary - Operations OPD (Chennai)
🏢 Apollo Group
📍 Chennai