Job Summary
The Reception Team Leader is responsible for supervising the daily operations of the hospital reception, ensuring excellent patient experience, efficient patient registration, appointment management, and effective coordination with clinical and support departments. The role includes leading the reception team, maintaining service quality, and ensuring compliance with hospital policies and NABH standards.
Key ResponsibilitiesFront Office Operations
- Supervise the day-to-day functioning of the reception and front office.
- Ensure prompt and courteous registration of OPD, IPD, emergency, and corporate patients.
- Monitor appointment scheduling, patient admissions, and discharge coordination.
- Ensure accurate patient registration and demographic data entry in the Hospital Information System (HIS).
- Resolve patient queries, complaints, and escalations professionally.
- Coordinate with clinical departments to facilitate smooth patient flow.
Team Leadership
- Lead, mentor, and supervise Reception Executives.
- Prepare duty rosters and manage shift scheduling.
- Monitor staff attendance, punctuality, grooming, and professional conduct.
- Conduct induction and on-the-job training for new team members.
- Evaluate team performance and recommend improvements.
- Foster a patient-centric and service-oriented work environment.
Patient Experience
- Ensure patients and visitors receive a warm and professional welcome.
- Guide patients regarding appointments, departments, billing counters, and hospital services.
- Maintain confidentiality of patient information.
- Handle VIP patients and emergency cases with priority and sensitivity.
Documentation & Administration
- Ensure accurate maintenance of patient registration records and reports.
- Prepare daily, weekly, and monthly front office MIS reports.
- Monitor appointment logs, admission records, and reception registers.
- Coordinate with Billing, TPA, Nursing, Housekeeping, Security, and Medical Records departments for seamless operations.
Quality & Compliance
- Ensure compliance with NABH standards, hospital policies, and SOPs.
- Maintain patient privacy and confidentiality in accordance with applicable regulations.
- Participate in quality improvement initiatives and internal audits.
- Ensure reception counters remain clean, organized, and patient-friendly.
Qualification
- Bachelor's Degree in any discipline (BBA, B.Com, BA, B.Sc., or equivalent).
- Diploma or certification in Hospital Administration, Healthcare Management, or Customer Service will be an added advantage.
Experience
- 3–5 years of experience in hospital front office or reception.
- Minimum 1–2 years of supervisory or team leadership experience in a healthcare setting is preferred.
- Experience in a NABH-accredited multi-specialty hospital is desirable.
Required Skills
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Customer service and patient relationship management.
- Proficiency in Hospital Information Systems (HIS) and MS Office.
- Ability to manage patient flow and resolve complaints effectively.
- Good organizational, multitasking, and problem-solving skills.
- Professional appearance and positive attitude.
- Ability to work under pressure in a fast-paced hospital environment.
Key Performance Indicators (KPIs)
- Patient satisfaction and feedback scores.
- Accuracy of patient registration and documentation.
- Average patient waiting time at the reception.
- Resolution of patient complaints within defined timelines.
- Team attendance, productivity, and performance.
- Compliance with NABH standards and hospital SOPs.
- Timely submission of departmental reports and MIS.
Working Conditions
- Rotational shifts, including weekends, public holidays, and evening shifts.
- Continuous interaction with patients, visitors, doctors, nursing staff, billing, and other hospital departments.
- Extended screen time and standing for prolonged periods may be required.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
