OP Coordinator

We are seeking a proactive and customer-centric OP Coordinator to manage the lobby and ensure a seamless experience for all visitors. The ideal candidate will be the first point of contact, responsible for guiding patients, handling inquiries, and coordinating services to maintain efficient flow within the Outpatient Department. This role requires exceptional organizational skills, strong communication, and a commitment to patient satisfaction.

Key Responsibilities

• Lobby Management:
• Maintain a constant presence in the lobby to greet, assist, and direct every customer to their designated area.
• Ensure efficient service flow among customers, consultants, and colleagues.
• Proactively handle inquiries, explain procedures, and schedule new or follow-up appointments.
• Preparation & Readiness:
• Begin each day by checking appointments and discussing updates or special instructions with the Customer Experience Manager (CXM).
• Stay informed about doctor schedules, including unavailability, new doctors, and their specialties.
• Anticipate high-footfall days and be prepared with solutions for potential issues.
• On-Duty Tasks:
• Greet and assist all visitors in the lobby, directing them to the relevant area or service promptly.
• Identify new customers, provide registration cards, and assist them with self-service kiosks (when introduced).
• Monitor billing counter queues, guide customers to less crowded desks, and alert the in-charge if an additional counter is needed.
• Assist parents with children during billing and escort them to the relevant department.
• Ensure consultant chambers are clean and ready according to the checklist.
• Delay Management:
• Track each consultant's appointment flow and monitor customers waiting over 15 minutes. Identify delay causes, communicate personally with the customer, and offer alternatives.
• Take rounds in Radiology and Lab areas; if patients are waiting over 30 minutes, engage with them to provide updates.
• Proactively anticipate and prepare solutions for potential delays.
• Act as the Single Point of Contact (SPOC) for all customers, supervising their journey and coordinating to minimize waiting times.
• Compliance & Service Excellence:
• Ensure all Standard Operating Procedures (SOPs) are followed.
• Ensure every customer receives Care Like No Other.

Educational Qualifications

• A bachelor's degree in a relevant field such as Hospitality, Business Administration, or Healthcare Management is preferred.

Required Skills

• Customer Service: Exceptional interpersonal skills with a warm, polite, and helpful demeanor.
• Organizational Skills: Strong ability to manage lobby flow, schedules, and various tasks simultaneously.
• Communication: Excellent verbal communication for effective interaction with customers, consultants, and staff.
• Problem-Solving: Proactive in identifying potential issues and quickly providing solutions.
• Attention to Detail: Meticulous in managing queues, directing patients, and maintaining cleanliness standards.