Secretary - Operations OPD

To ensure smooth front-office and OPD operations by providing courteous patient assistance, coordinating appointments and consultations, maintaining accurate patient information, and facilitating seamless patient movement across hospital services.

Key Roles & Responsibilities

1. Patient Reception & Registration

• Welcome and assist patients and attendants in a courteous and professional manner.
• Register new patients and verify/update demographic details of existing patients in the Hospital Information System (HIS).
• Ensure accuracy of patient details and registration records.
• Provide appropriate information regarding OPD services, consultation locations, and hospital facilities.

2. Appointment & Doctor Coordination

• Schedule, reschedule, and confirm patient appointments based on doctor availability.
• Coordinate with Consultants and clinical teams regarding OPD schedules, delays, cancellations, and changes in clinic timings.
• Inform patients regarding appointment changes and guide them accordingly.
• Manage walk-in patients and appointments effectively to support smooth patient flow.

3. OPD Patient Flow Management

• Coordinate patient movement from registration to consultation, investigations, pharmacy, billing, and other service areas.
• Monitor patient waiting time and take necessary action to minimize delays.
• Coordinate with nursing, doctors, diagnostics, billing, and other departments for timely patient services.
• Support smooth functioning of OPD clinics during peak hours and high patient volumes.

4. Patient Service & Query Handling

• Attend to patient and attendant queries promptly and professionally.
• Provide clear information regarding hospital processes and services within the defined scope of responsibility.
• Handle minor patient concerns and escalate unresolved complaints to the Operations/Patient Relations team.
• Ensure a positive, respectful, and patient-friendly experience at the OPD front desk.

5. Billing & Service Coordination

• Guide patients regarding billing counters, consultation charges, investigations, and payment processes.
• Coordinate with Billing and Insurance/TPA teams wherever required.
• Ensure patients are appropriately directed for laboratory, radiology, pharmacy, procedures, and follow-up services.

6. Documentation & MIS

• Maintain required OPD registers, records, appointment details, and departmental documentation.
• Ensure accurate and timely data entry in HIS.
• Prepare or support daily OPD statistics, patient count, appointment status, and other MIS requirements.
• Maintain confidentiality of patient information and hospital records.

7. Front Office Administration

• Maintain the front desk and patient-facing areas in an organized and professional manner.
• Ensure availability of required forms, stationery, and patient information materials.
• Coordinate with housekeeping, IT, maintenance, security, and other support departments for operational requirements.
• Report system issues, facility concerns, or service disruptions to the concerned team promptly.

8. Quality & Compliance

• Follow hospital SOPs, patient safety practices, infection-control requirements, and service standards.
• Maintain patient privacy, confidentiality, and dignity at all times.
• Support internal audits, quality initiatives, and accreditation-related requirements.
• Adhere to grooming, attendance, communication, and customer-service standards defined by the hospital.

9. General Responsibility

• Perform any other operational, administrative, front-office, or patient-service responsibilities assigned by the Reporting Manager or Hospital Management from time to time based on organizational requirements.

Key Performance Indicators (KPIs)

• Patient registration accuracy
• Appointment management accuracy
• OPD patient waiting time
• Patient satisfaction and service quality
• Query/complaint resolution
• Accuracy of HIS entries and documentation
• Timely coordination with doctors and departments
• Adherence to hospital SOPs and service standards