- Supervise, train, and motivate front office staff (receptionists, coordinators, call-centre staff) to maintain high standards of patient service.
- Manage patient appointments, registrations, and check-in/check-out processes, ensuring minimal waiting time and accurate data entry.
- Ensure all incoming calls, WhatsApp messages, and emails are answered promptly, professionally, and routed correctly.
- Monitor the front desk environment for cleanliness, safety, and adherence to brand standards (signage, brochures, displays).
- Handle escalated patient queries, feedback, and complaints with empathy and timely resolution, coordinating with doctors and management where required.
- Coordinate with clinical, nursing, billing, and lab/diagnostic teams for smooth patient flow and efficient scheduling.
- Oversee maintenance of patient records, logs, visitor registers, and ensure confidentiality and adherence to data protection norms.
- Prepare and manage staff duty rosters, leave plans, and ensure adequate coverage during peak hours, weekends, and special events.
- Track and manage front office supplies (stationery, forms, tokens, visitor badges, etc.) and raise purchase requirements in time.
- Support implementation of SOPs, checklists, and audit requirements for front office processes and patient experience.
- Generate basic MIS reports (footfall, appointment no-shows, TAT at reception, call volumes, feedback reports) for management review.
- Ensure compliance with clinic/hospital policies, safety norms, and infection control guidelines in the reception area.
Required Qualifications and Experience
- Graduate in any discipline (Hospital Administration / Business / Commerce preferred).
- 3–6 years of experience in front office / customer service; experience in healthcare, diagnostics, fertility, or hospitality preferred.
- Prior experience in supervising a small team will be an advantage.
Skills and Competencies
- Excellent communication skills in English and local language; additional languages are a plus.
- Strong customer service orientation with calm, courteous behaviour under pressure.
- Good knowledge of appointment/EMR/CRM software and MS Office (Excel, Word, email).
- Strong coordination, time-management, and problem-solving skills.
- Ability to lead, train, and coach front office staff.
- High level of integrity, confidentiality, and professional appearance.
Reporting and Work Conditions
- Reports to: Centre Manager / Clinic Administrator.
- Location: Nanakramguda
- Contact Number 9550832277
Job Type: Full-time
Pay: ₹20,000.00 - ₹28,000.00 per month
Benefits:
- Cell phone reimbursement
- Leave encashment
- Paid sick time
- Paid time off
Experience:
- Front desk: 2 years (Preferred)
Work Location: In person
