Objective of Lab Reception

To ensure that all the service needs of the customer at the Lab /Scan reception are met i.e. appointment giving, receiving, billing, guidance, query handling and results delivery in a pleasing manner to the complete delight of the customer resulting in loyalty and recommendation thereby improving the business and profitability of the organization.

Preparation for reception staff

1. Grooming 2. Punctuality dress neatly and do the hair smartly reach the work place 5 minutes before time prepare the work area in 5 minutes as below

3. Desk organizing a. b. c. d. e. f. g. h. i. j.

booting the computer ensure clean reception area place the flower vase properly ensure that the brochures are readily available ensure that the price lists are easily accessible ensure that opening cash is available writing pad and pen within hands reach appointment record ,basic information sheet billing software is accessed through password keep a bottle of water handy

5. Place the opening cash in the drawer 6. Stand up smile and greet the customer

7. Collect the prescription from the customer 8. Confirm name, age, doctor, test requisition and get basic information sheet filled 9. Confirm that the customer has prepared for the test as per the guidance given during appointment, if not rebook date / time after educating the customer. 10. Enter the test and give the estimate to the customer. 11. Bill with copy, collect cash (or swipe credit card/debit card get the card receipt signed) and direct the customer to the service point of Scan/X ray/Lab where the bill copy has to be handed over for the service. For Scan, direct to doctor turn wise, and if required bill additionally after procedure based on guidance by the doctor on the basic information sheet and collect balance payment. 12. Call up the customer /catch the attention of the customer when the results are ready, 13. Verify the name, bill number and date against the customers copy and hand over the results 14. Get the customer feed back form filled by customer whenever possible. 15. Receive routine appointment requests on the phone/direct, record customer details on appointment register, educate on preparation required if any and estimate if requested.

16. At the end of duty schedule, tally accounts and hand over to the next person with necessary carry over instructions.

Thank the customer always