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
- Fast 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 Receptionist cum Telecaller shall:
- Answer calls within 3 rings.
- Welcome every visitor within 30 seconds of arrival.
- Maintain 100% accuracy in patient registration.
- Update all enquiries in the CRM before the end of the shift.
- Confirm 100% of next-day appointments.
- Record every patient interaction in the HMIS/CRM.
- Escalate unresolved complaints within 15 minutes.
- Maintain professional grooming and uniform standards at all times.
Reporting Structure
Reports To
- Front Office Manager
- Hospital Administrator (as applicable)
Coordinates With
- Consultants
- Nursing Department
- Billing
- Diagnostics
- Pharmacy
- TPA Desk
- Marketing Team
- HR
- Security
- Housekeeping
Hopewell Hospital Service Standards
Every Receptionist cum Telecaller is expected to uphold the "Hopewell First Impression Promise":
- Smile before speaking—whether in person or over the phone.
- Address every patient respectfully by name whenever possible.
- Never say "I don't know"; instead, say "Let me find out for you."
- Ensure no patient or caller feels ignored.
- End every interaction by asking, "Is there anything else I can help you with today?"
- Treat every enquiry as a potential lifelong relationship, not just a single appointment.
This role is critical because the receptionist creates the hospital's first impression, while the telecaller often determines whether an enquiry becomes a patient. Together, they directly influence patient satisfaction, outpatient growth, and the hospital's reputation.
Pay: ₹12,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
Work Location: In person
