Job Description – Front Desk Receptionist
Position: Front Desk Receptionist
Department: Front Office
Location: Dr. Rane Hospital Pvt. Ltd., Chembur, Mumbai
Job Summary
The Front Desk Receptionist is the first point of contact for patients and visitors. The role involves welcoming patients, managing appointments, handling registrations, coordinating with clinical departments, processing billing-related activities, maintaining records, and ensuring a smooth patient experience while complying with NABH standards.
Key ResponsibilitiesPatient Registration & Reception
- Welcome patients and visitors courteously.
- Register new patients and update existing patient records.
- Verify patient identity and demographic details.
- Guide patients to the appropriate department or consultant.
- Ensure accurate collection of patient information.
Appointment Management
- Schedule, confirm, reschedule, and cancel appointments.
- Coordinate appointments with consultants and diagnostic departments.
- Manage OPD appointment registers/software.
- Inform patients regarding waiting time or delays.
Telephone & Communication
- Answer incoming telephone calls professionally.
- Respond to patient inquiries and direct calls appropriately.
- Coordinate communication between patients, doctors, nursing staff, and other departments.
- Maintain proper telephone etiquette at all times.
Billing & Payment Support
- Generate OPD registration slips and invoices.
- Collect consultation and investigation charges.
- Issue receipts for payments received.
- Coordinate with the billing department for insurance, CGHS, MJPJAY, PMJAY, and corporate patients.
- Balance daily cash collections and submit reports.
Medical Records
- Maintain confidentiality of patient information.
- Ensure proper filing of OPD documents.
- Coordinate with the Medical Records Department (MRD) whenever required.
- Maintain patient registration registers as per hospital policy.
Patient Guidance
- Assist patients regarding hospital services.
- Guide patients for investigations, admissions, and discharge procedures.
- Help elderly and differently-abled patients whenever required.
- Address patient concerns politely and escalate complaints to the Front Office Executive or Administration.
Coordination
- Coordinate with OPD, IPD, Nursing, Laboratory, Radiology, Pharmacy, Billing, Accounts, and Administration.
- Ensure smooth patient flow.
- Inform departments regarding patient arrivals when necessary.
Administrative Responsibilities
- Maintain front desk registers and records.
- Monitor visitor movement as per hospital policy.
- Maintain cleanliness and professional appearance of the reception area.
- Ensure adequate availability of registration forms and stationery.
Quality & NABH Compliance
- Follow NABH guidelines for patient identification and confidentiality.
- Maintain patient privacy.
- Participate in hospital quality initiatives.
- Report incidents, patient complaints, and near misses.
- Attend mandatory hospital training programs.
Required Qualifications
- Graduate in any discipline (preferred)
- Diploma/Certification in Hospital Administration or Front Office (preferred)
- 1–3 years of experience in a hospital reception/front office
- Knowledge of Hospital Information System (HIS)
- Basic computer proficiency (MS Office, email)
Skills Required
- Excellent communication skills (English, Hindi, Marathi)
- Pleasant personality and professional appearance
- Strong customer service orientation
- Good interpersonal and listening skills
- Ability to multitask in a fast-paced environment
- Basic accounting and cash handling skills
- Telephone etiquette
- Problem-solving ability
- Time management
- Teamwork and coordination
Key Performance Indicators (KPIs)
- Patient registration accuracy ≥ 99%
- Appointment scheduling accuracy ≥ 98%
- Average patient waiting time for registration ≤ 5 minutes
- Telephone response within 3 rings ≥ 95%
- Patient satisfaction score ≥ 90%
- Billing errors ≤ 1%
- Zero confidentiality breaches
- Daily cash reconciliation accuracy = 100%
- Patient complaint resolution within hospital-defined timelines
- Attendance in mandatory trainings = 100%
Reporting To
- Front Office Executive / Front Office Manager / Hospital Administrator
Working Hours
As per hospital duty roster, including weekends, public holidays, and rotational shifts.
Pay: From ₹15,000.00 per month
Work Location: In person
