The Final Words

“Things are the way you think they are, because you
think they are that way.”
 Front Office
The front office staff handles schedules, appointments, follow up on patients,
updates patient information, billing, and payment collection, identifies
administrative issues, relays documents to other clinics, insurance companies,
and patients. Their multitasking ability saves time and improves patient rapport.
 Tasks- Reception
01 : Receptionist Grooming standards
02 : Answering Visitor Queries
03 : Registering Out Patient Department Patients
04 : Handling EPBAX
05 : Fees collection pertaining to registration, fees for various Out Patient Department
investigation / Procedures
06 : Advance collection from patients getting admitted.
07 : Attendant Pass
08 : Appointment Card
09 : Admission – Discharge Register
10 : Doctor's Attendance Register
11 : Maintenance Log Book
12 : Dispatch Register
13 : Medical Certificate Book
14 : Death Certificate Book
15 : Daily Report
16 : Patient Suggestion/ Feedback Letter
1.
Tasks
Provide support to health care staff and ensure appropriate maintenance of
patience care unit. ensure appropriate cleanliness of all units.
2. Administer efficient communication network and manage flow of traffic.
3. Update patient database on computers and notify nursing staff on all diagnosis.
4. Coordinate with various departments and ensure proper services and supplies of
unit.
5. Provide assistance to nurses and guide patients in and out of unit.
6. Prepare and update patient charts with ancillary reports and forms from various
departments and regular updates.
7. Maintain discharge summary reports for all patients and maintain records of all
patients.
8. Monitor inventory of supplies and equipment and assist to manage all
requisition.
9. Monitor all emergency calls and evacuate facilities when required.
10.Evaluate patient charts and ensure compliance safety policies and procedures.
11. Ensure compliance to all safety policies and procedures for hospital staff.
12.Supervise efficient working of nursing staff and perform require functions.
13.Coordinate with chairperson and vice president on all policy matters.
 Techniques
1) Establish Eye contact while speaking to guest.
2) Greet everybody you meet and see, with a smile.
3) Address guests and team mates by name at all possible opportunity.
4) When guest ask for direction always guide the way.
5) Never tell a guest that you are tired, working long hours or want go home.
6) Maintain your work area -keep it clean.
7) Pick up any debris.
8) Do a follow up on anything you do for a guest by contacting them personally.
9) Listen to guest complaints / requests carefully if required pen down the details
but never contradict or interrupt.
10) Never discriminate against any people, regardless of nationality, race, religion,
color, sex or appearance, Give equal treatment for all.
11) Do NOT insult the guest.
12) Do NOT make promises that exceed your authority.
13) Don't Argue with the guest.
14) Always stay calm.
15) Avoid responding with hostility and defensiveness.
16) Don't promise the impossible, instead offer alternate choice.
17) Do report incidents on Log book or to superiors this will help to do any service
recovery if needed.
 Standard Process

Greeting Start Guide patient

patients and Registration Prepare file in empathatic Say thank you
Check before
Say how may process in a and hand over way and ask for the
registration
I help you very polite registration (like room no feedback
(always ( New or Old) way slip (feedback box)
or consultant
smiling face) (new or old) name)
Thank You